We are seeking a Customer Care Specialist for our Hoosick Falls, NY location.
The Customer Care Specialist Level 2 (CCS2) is a customer focused, patient, empathetic, and passionately communicative customer advocate. The incumbent will need to be able to seamlessly put themselves in the customers' shoes and advocate for them when necessary. The CCS2 will serve as the initial point of contact with customers, providing validation within key systems, enter orders and advocate for assigned customers. This role will be the escalation point for Customer issues coming from CCS1 team members. Therefore, the CCS2 needs to be able to coach customers through decisions and issues related to their online ordering experience. The role will require problem-solving and handling mid-level customer account needs. Other key responsibilities include being able to effectively communicate pricing variances, specifications, and key deliverables to customers and internal staff.
Customer Care
+ Provide excellent customer service by listening to customers regarding the service we provide and find the best solution for the customer
+ Articulate the value proposition to our customers
+ Assist mid-level customers as well as some high-value customers with order entry, tracking, and shipping details
+ Strategically navigate customers through their lifecycle within our organization and tools
+ Effectively and efficiently communicate with customers by phone, email and/or in person to receive orders, cancellations, and changes in product(s) or to clarify needs and requirements
+ Communicate changes, delays, requests, etc. to sales representatives, manufacturing team and customers as appropriate
+ Train customers in online tools and resources as necessary to meet their needs
Process Support
+ Execute our customer solutions and order management processes
+ Implement identified process changes and improvements by ensuring proper training of customer care team members
+ Identify problems that might arise from operations with the use of ethical procedures and professional judgment
+ Coordinate shipment of product, expediting shipments, arranging pick-up of defective product, etc. with shipping department
+ Accurately manage customer inventory, production backlogs, invoices, and other administrative records
+ Work in a manufacturing facility and engage with multiple levels of quality, production, product management, and material/scheduling professionals to ensure flawless execution of customer orders and return requests
Escalation Support
+ Resolve mid-level customer issues with effective problem-solving skills to retain customers
+ Refer high dollar complaints to CCS3 as outlined in the escalation process
+ Maintain excellent knowledge of our products and services in order to understand the customer's needs
+ Handle complaints concerning billing, product or services rendered, by providing timely solutions to the customer, referring high dollar complaints to correct escalation team members
+ Interact with Quality Assurance and work with appropriate departments to identify root cause and corrective action for future improvement to customer experience
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+ Associates Degree Required / Bachelor's Degree Preferred
+ 1-3 years increased responsibilities and leadership roles
+ 5-7 years direct customer contact and communication
_Why work for us?_
Saint‑Gobain is a long‑established global company with over 360 years of history, combining the stability of a Fortune Global 500 corporation with the agility and entrepreneurial spirit of small start‑ups. It is one of only two companies consistently recognized as both a Top Global Employer and a Top 100 Global Innovator. The company’s success is driven by nearly 200,000 diverse and passionate employees collaborating worldwide.
Saint‑Gobain is committed to improving lives by delivering innovative solutions that integrate material science, processing technology, and design to save energy, enhance protection and comfort, and provide peace of mind to customers. This performance is powered by empowered teams working closely with customers to solve complex challenges.
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.
This position is subject to export controls under the International Traffic in Arms Regulations (ITAR). Qualified applicants for the position must meet the ITAR definition of “U.S. Person” at 22 C.F.R. 120.15 as a: U.S. citizen, U.S. national, lawful permanent resident, or otherwise a protected individual (including for example refugees and asylees).
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Applicants for roles based in Washington state or remote roles that would be worked from Washington state are encouraged to direct any concerns regarding the state’s Pay Transparency laws to the SGNA HR Compliance team at SGNA_HR_Compliance@saint-gobain.com .
Pay Transparency:
Certain states require pay information be provided in job postings. The local pay range for this position is $25 - $30 per hour. This hourly pay rate offered can vary depending on location/geographic region, internal equity, job-related knowledge, skills, and experience among other factors.
In addition to the hourly base pay rate, this position is eligible for an annual bonus. The targeted bonus amount can be up to 10% of hourly rate based on company and individual performance measures.
Additional Pay Incentives for this Role Include: Standard Overtime (Hourly Rate * 1.5)
Employees have the flexibility to choose the benefits that best fit their individual needs:
Health and Wellbeing – Supporting your wellbeing, to thrive in life and work.
+ Medical, Prescription Drug, Vision, and Dental Insurance
+ Healthcare Saving Account and Flexible Spending Account options
+ LiveWell Wellness Program
+ Employee Assistance Program (EAP)
+ Paid Time Off and Paid Parental Leave
Retirement and Protection - Helping to make the future life you want a reality.
+ 401(k) with Company Match, Retirement Accumulation Plan (RAP), Cash Balance Pension Plan
+ Company-provided Life Insurance, AD&D, Short-Term Disability
+ Voluntary employee and dependent life insurance, Long-Term Disability, Critical Illness and Accident Insurance
Additional Benefits – Helping shape the experience and impact you want
+ Group Legal
+ Identity Theft Protection
+ Auto and Home Insurance
+ Pet Insurance and Discounts
+ PerkSpot Employee Discount Program
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