Customer Support Representative ll

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Clopay Corporation is North America's largest residential garage door manufacturer. We pride ourselves on delivering exceptional customer service as well as unsurpassed quality and innovative products. Our employees are the cornerstone of our success, and we are looking for dynamic individuals to join our team. We have an excellent opportunity for a Customer Support Representative II in our Troy, Ohio facility. The hours for this position are 8:00 AM to 5:00 PM. The Consumer Support Representative II is 100% on-site.

In this position, the successful candidate will perform the following job responsibilities:

• Edit, analyze, interpret, and service customer inquiries, correspondence, and telephone calls varying broadly in nature and scope relative to pre-purchase questions, product comparisons, how-to-measure information, and literature requests. Will work within the Istore.
• live chat, and web-page e-mail responses on Istore systems/MYDOOR 3
• Follow up on Tech issues with systems interfacing with dealer systems
• Investigate any pricing discrepancies between systems and dealer pricing agreements.
• Continuing to train other Clopay associates and do live Teams training with dealers this entails the associate to continue to self-training and or develop training on new enhancements that Clopay develops.
• Maintain references and files incidental to the process.
• Keep the company informed on enhancements that dealers are requesting, including working with IT and other Clopay departments.
• Position is logged into Freshcaller/Freshdesk at all times to ensure a 95% call answer rate along with a 12-hour resolution time frame for all Freshdesk tickets.

Job Requirements:

• A high school degree is required, college degree preferred, along with a minimum of 3-5 years of call center/customer service experience, preferably in a manufacturing environment.
• Basic computer skills are required with a familiarity of Microsoft Office Products.
• Previous clerical or office experience is beneficial.

Please visit our website at ,

to learn more about our company. An Equal Opportunity Employer, providing a drug-free work environment.

EOE Male/Female/Disabled/Veteran. We welcome applications from Veterans and the Disabled!

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Job Snapshot

Employee Type

Full-Time

Location

Troy, OH (Onsite)

Job Type

Customer Service

Experience

Not Specified

Date Posted

05/19/2025