*This position hours will be 10:30am to 7pm EST M-F, with room to flex as role develops and grows.*

The Customer Experience Associate (CEA) will drive, gather and support customer feedback and loyalty creation across all CertainTeed businesses. The incumbent will be responsible for gathering voice of customer data and insights through multiple platforms as well as generating sales leads to the business. The position will implement and execute a strategy for data insights and fostering relationships with customers to gain a competitive advantage in the market. The position will involve collecting customer feedback, answering product and program questions and proactively working on promoting the business.

Ensure customers receive a “best in class” customer experience by answering product questions, through inbound calls, emails, chats. These calls range from installation questions to color preferences and run across the audience spectrum of homeowners to professionals. Proactively promote CertainTeed products and identify opportunities for business development and sales opportunities. Knowledge base and strong communication of all CertainTeed products and promotions. Participate in best practice input around knowledge sharing and enhancements to the team for better efficiency in call center Capture verbatim customer insights and data through platforms such as Salesforce. Proactively gather insights and pain points of each touchpoint. Support all CertainTeed business in building strong relationships and portfolios of loyal customers and prospecting customers. Collaborate with the Managers, CX team, staff at plant level and sales teams to ensure customer requirements are constantly being met.