Customer Loyalty Advocate

When you work at Trex, you're helping to grow and enhance a true original. You join a company that boldly launched an entire industry... and still leads the way.

We are looking for a Customer Loyalty Advocate to help us deliver what's next in outdoor living by ensuring every customer's experience is exceptional. You'll be responsible for delivering consistently outstanding, personalized and concierge-style customer service. As a Trex Customer Loyalty Advocate, you will be looked to as an innovator and expected to provide support and world-class customer service to our high-end clientele. You have a true passion for customers and creating connections with others. You are comfortable in an office or call center setting, providing customer support, answering product and service questions, sharing information about Trex products and services, and have a passion to help customers create their dream outdoor living space. This role is a key member of our Customer Experience Center team.

RESPONSIBILITIES

• Answer incoming phone calls, chats and emails to assist customers.
• Place occasional outgoing calls to follow up with customers.
• Assist customers with the claim filing process, including approving and denying claims, and help resolve any emerging problems with accuracy and efficiency.
• Attract potential customers by answering product and service questions and suggesting information about other products and services.
• Maintain a high level of professionalism with customers and create a connection with every caller.
• Update customer information in the CRM during and after each interaction.
• Work with the management team to stay updated on product knowledge and be informed of any changes in company policies.
• Impact the company's bottom line by problem solving and turning prospective clients into repeat customers.
• Provide accurate, valid, and complete information by using the right methods/tools.

JOB LOCATION

Winchester, VA, United States

POSITION TYPE

Full-Time Onsite/Regular

EXPERIENCE

We are looking for leaders with experience in a customer service environment. Must be an effective team player and possess strong oral and written communication skills, as well as strong phone handling and active listening skills. If you have previous experience with CRM systems and practices, we want to hear from you.

BASE SALARY RANGE: $19.00-21.00 per hour

The salary range provided serves as a general guideline for potential compensation for this position. It reflects the base salary and does not account for other benefits or additional compensation opportunities that may apply. This role is also eligible for further compensation through an annual and/or sales bonus, in addition to the base salary.

At Trex, individual base salaries are determined based on various factors, including relevant skills, qualifications, experience, and geographic location. We are committed to maintaining pay equity and consider the internal equity of our existing team members when finalizing compensation offers. In addition to competitive pay, Trex offers a comprehensive benefits package, which is detailed below.

BENEFITS & PERKS

We believe that effort should be rewarded. We take care of you so you can take care of yours. Here are some of the perks beyond the paycheck:

• Time Off - We'll give you paid holidays and paid vacation.
• Health, Dental and Vision Insurance - Choose from a variety of options. We'll cover a generous share of the cost. Plus, you can earn lower rates through our wellness program.
• 401(k) With Company Match - Save for your retirement and we'll match it dollar for dollar.
• Tuition Reimbursement - We're all about lifting each other to the next level. When you're ready to get the degree, we'll pick up part of the tab.
• Training and Education - We offer dozens of options to boost your performance - online, on-site and nearby.
• Stock Purchase Program - Invest in Trex at a discounted price.
• Employee Discount Program - When you make the World's No. 1 Decking Brand, you'll probably want to enjoy the finished product yourself. We'll give you a discount.

WHO WE ARE

Over 30 years ago, our founders created the world's first high-performance, low-maintenance composite decking and outdoor living products. That entrepreneurial spirit still drives us today as we continue to redefine our industry and lead the way for what's next in outdoor living. Today, Trex is the world's #1 brand of sustainably made, wood-alternative decking and deck railing - all proudly manufactured in the U.S.A. As a publicly traded company [NYSE: TREX], we take pride in being the largest recycler of plastic film in the country and caring for the communities and the planet where we live. We nurture meaningful connections, from local engagement and investment to eco-friendly products and sustainable manufacturing processes.

Everything we do is grounded in our values and guided by our beliefs. We are looking for candidates who embody our core values:

• Do the Right Thing
• Act with Boldness and Authenticity
• Drive Sustainability
• Innovate and Adapt

At Trex, you'll become part of a diverse yet unified team who sustain the trailblazing spirit and strengths that made Trex the industry leader-learning, adapting, solving and succeeding. We welcome new ideas and fresh perspectives, and we encourage you to bring your best to help us shape the future of Trex.

Being a leader means persevering even when there's not a road map; embracing groundbreaking as a way of life. We encourage multiple perspectives and welcome diverse people who problem-solve, adapt and innovate-always with a firm foundation in safety and integrity.

CAREER ADVANCEMENT

At Trex, you can take pride in craftsmanship. There's an art and a science to what we do, and we never stop working to refine and improve. That means no matter how long you've been with Trex, you have ongoing opportunities to grow your expertise-enhancing your career, your team, and our shared efforts. You will help shape our future.

EEO

Trex is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive environment for all employees and do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All qualified applicants will receive consideration for employment without regard to these or any other characteristics protected by law.

E-VERIFY

Trex participates in E-Verify to confirm the employment eligibility of all hired employees. E-Verify is a web-based system operated by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) that allows employers to electronically verify the employment eligibility of their employees. For more information, please visit www.dhs.gov/E-Verify.