CX Account Management Specialist

The CX Account Management Specialist plays a vital role in maintaining and enhancing customer relationships. This individual provides superior customer service through excellent communication skills, conflict resolution, and in-depth product and program knowledge to both internal and external stakeholders.

The CX Account Management Specialist must be customer-centric and possess the ability to evaluate and solve customer inquiries (both internal and external) while staying positive and compliant with CertainTeed program parameters. They will work with various stakeholders in the company, including Sales, Customer Experience Call Center agents, Marketing, and Loyalty Processing, to manage customer accounts and find customer centric solutions when they arise. The ability to quickly evaluate changing needs and inputs is crucial to ensure the success of our programs, despite any challenges that may arise. Effective communication, both verbal and written, with all program stakeholders is key to success in this role.

Being tech-savvy is a plus, as the specialist will utilize digital tools and platforms to maintain regular communication on customer touchpoint interactions, reports, and deliverables. This ensures stakeholder satisfaction throughout the planning and execution of projects and tasks. The specialist will have intimate knowledge of the service-level agreement (SLA) between the customer and our business and will strive to always maintain that service level.

• Bachelor's degree in marketing, marketing, statistics, mathematics, economics, or related field preferred
• Must have customer service background - Assertive, while pleasantly persuasive, always mindful of providing a best-in-class customer experience
• 1-3 years' experience in customer service, sales/service, or other applicable experience.
• Bi-lingual preferred (Spanish or French Canadian)
• Strong organizational skills
• Excellent time management, comfortable multitasking
• Strong written and verbal communication skills
• Strong systems knowledge of Microsoft Office and Salesforce
• Ability to develop queries and reports that enable analysis.
• Should be able to operate well under pressure.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Problem solving mindset with the ability to identify continual process improvements which improving efficiencies while increasing user satisfaction
• Identify opportunities to cross-sell customers other CertainTeed products where applicable.
• Enhance program participation with the goal of increase sales margins
• Continual evaluation of process flow, with concentration in improving efficiencies while increasing user satisfaction.
• Provide regular recommendations for enhancement.

Through the responsible development of innovative and sustainable building products,CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, trim, insulation, drywall and ceilings.

A subsidiary of Saint-Gobain, one of the world's largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada.www.certainteed.com

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.