Armstrong Floor Products (AFP), a division of Armstrong World Industries, Inc. has a job opportunity for a Part-Time Customer Relations and Technical Services Representative. Under the guidance of the Supervisor, the Customer Relations and Technical Services Representative will provide an array of consultation and resolution services and inquiries from an incoming 800 number for various customer channels including Independent Retailers, Armstrong Strategic Accounts, FNA Accounts, Builders, Property Management Groups, Commercial Distributors, Architects, Designers, Marketing, Consumers, and the Armstrong Sales organization.
*Key Responsibilities of the* *Customer Relations and Technical Services Representative:*
* Respond, answer, and handle inquiries via an 800 # regarding product, installation, maintenance, and warranty information
* Assist consumer in buying decision, provide them with a retail location to make a purchase. Handle complex requests and product complaints
* Evaluate manufacturing defect flooring claims and warranty issues. Process credits for product defects or customer satisfaction
* Exercise decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction
* Develop written responses
* Support various programs and promotional efforts of Product Channel Managers
* Coordinate merchandising, display, literature, and point of purchase material shipment for ASA new store openings, relocations, and remerchandising
* Train Account Managers, Field Sales Reps, ASA Management, external third-party service representatives, and ASA Account Corporate Headquarters on Armstrong Flooring Products Technical, Maintenance and Installation procedures
* Demonstrate ability to learn, understand, and transfer knowledge relative to multiple product categories. Exercise strong listening skills and problem-solving skills relative to customer inquiries
* Provide back up support within the team or swing capacity within Customer Service
* 75% consists of handling 800 number customer calls and subsequent follow-up regarding technical support, installation systems, maintenance procedures, merchandising support, and complaint resolution
* 20% consists of processing manufacturing defect claims for multiple channels of customers. Coordinate follow ups with customers and field sales organization for prompt resolution of claims
* 5% consists of interacting with all source divisions and manufacturing facilities to gain knowledge of all products, systems, installations, claims, displays, samples, and merchandising for ASA customers
*Required Qualifications for the* *Customer Relations and Technical Services Representative:*
* Associate's degree (A. A.) or equivalent from a two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience
* Possess proficiency in operating a PC with basic knowledge of Microsoft Excel, Word, and PowerPoint
* Demonstrate strong organizational skills with strong propensity to multi-task
* Demonstrate superior verbal and written communication/customer service skills and a commitment to consistently exceed the customer's expectations
*Desired Qualifications for the* *Customer Relations and Technical Services Representative:*
* CES/SAP and Lotus Notes experience
*Benefits offered by Armstrong World Industries:*
Armstrong offers competitive benefits including medical, dental, prescription drugs, life insurance, long term disability coverage, vacation and product discount programs.
*About Armstrong World Industries:*
Established in 1860, Armstrong World Industries, Inc. is a multi-billion dollar global leader in the design and manufacture of floors and ceilings with a focus on innovation, design, and environmental sustainability. Based in Lancaster PA, Armstrong serves both the residential and commercial markets operating plants and distribution centers in eight countries with over 9,000 employees worldwide.
*About the Location (Lancaster, PA):*
Located in the heart of Pennsylvania Dutch Country, Lancaster is ideally situated for easy access to major metropolitan cities such as Philadelphia, Baltimore, Washington DC and New York City. Lancaster offers a vibrant arts and entertainment community with wonderful historic sites, B&Bs, museums, world class shopping, entertainment venues and restaurants.
*How to Apply:*
Armstrong is an Equal Opportunity Employer M/F/Disabled/Vets. Apply online at http://careers.armstrong.com/
Req ID: [[id]]
Job: Customer Service
Primary Location: Lancaster, Pennsylvania
Other Locations:
Employment Status: Full-Time
Travel: No
*Notice to Staffing Agencies, Placement Services, and Professional Recruiters*
Armstrong World Industries, Inc. has an internal Staffing Department. *Recruiters are hereby specifically directed NOT to contact Armstrong employees directly in an attempt to present candidates.*
Armstrong will not accept unsolicited resumes from any source other than directly from a candidate. Any unsolicited resumes sent to Armstrong, including unsolicited resumes sent to an Armstrong mailing address, fax machine or email address, directly to Armstrong employees, or to Armstrong’s resume database will be considered Armstrong property. Armstrong will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume. *Armstrong will consider any candidate for whom a Recruiter has submitted an unsolicited resume to have been referred by the Recruiter free of any charges or fees.*
*Armstrong will not pay a fee to any Recruiter that does not have a signed Armstrong contract in place specific to the position** for which** the resume was submitted. *
Recruiting vendor agreements will only be valid if in writing and signed by Armstrong’s Corporate Talent Acquisition Manager or his or her designee. No other Armstrong employee is authorized to bind Armstrong to any agreement regarding the placement of candidates by Recruiters.
BY SUBMITTING A CANDIDATE TO ARMSTRONG, RECRUITERS AGREE TO BE BOUND BY AND COMPLY WITH THIS POLICY.