Consumer Services Representative

About the role

Join Clopay Corporation in Troy, Ohio as a Consumer Services Representative, handling customer inquiries, warranty issues, and product information for North America’s leading garage door manufacturer.

Key responsibilities

• Edit, analyze, interpret, and service customer inquiries via phone, email, live chat, and web‑page responses covering pre‑purchase questions, product comparisons, how‑to‑measure guidance, literature requests, and warranty issues.
• Generate and mail programmed consumer response letters, process warranty registration cards, rebates, and manage live chat and email communications.
• Follow up on complaints, coordinate replacements, factory servicing, or adjustments to ensure customer satisfaction within policy guidelines.
• Investigate and expedite product warranty claims and complaints according to marketing policies.
• Maintain reference files, track trends in product defects, parts shortages, and damages, and keep the company informed on warranty and marketing policies.

Required skills

• Experience using an ACD (Automatic Call Distribution) system to maintain high call answer rates.
• Proficiency with the iStore platform for processing warranty registrations and customer communications.