Customer Engagement Sales Representative Sales - Inside Sales

Ignite your career at Builders FirstSource, America's largest supplier of building materials, value-added components and building services to the professional market. The #1 name in our industry, we help make the dream of home ownership more achievable every day. At BFS, you'll be equipped with all the tools, training, and resources you need, and you'll be empowered to try new things, gain new experiences, and build a career with unlimited horizons.

PURPOSE

The Customer Engagement Sales Representative is a key player in providing exceptional support and resolving inbound inquiries across a wide range of areas via phone, chat and email. From new and existing quote requests to customer complaints, safety and risk management concerns, human resources, indirect spend, vendor approvals, accounts payable and receivable, taxation, warranties, logistics, and real estate, this role requires agility and expertise in handling prompt resolution of complex issues. Strong communication and problem-solving skills must be used to effectively and efficiently address concerns, escalate critical issues when necessary, and maintain the brand and positive relationships with customers and other key stakeholders.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Serves as the initial point of contact for a large volume of customer inquiries and issues, responding professionally and empathetically.
• Adeptly engages with customers answering a multi-line virtual phone system, direct online chat, and responding to email correspondence within established guidelines.
• Gathers initial information for material take-offs and special product requests through additional outbound customer engagement for appropriate hand-off to the market field sales teams.
• Initiates or receives communication from customers to follow-up on orders and inquiries as appropriate.
• Proactively initiates hand-off to field teams for in-depth customer follow-up, sales capture, or escalation resolution.
• Closes feedback loop on all cases and sales leads delivered to the field, detailing full lifecycle and resolutions.
• Escalates issues to senior level team lead or manager in a detailed and efficient manner.
• Escalates non-sales related inquires to the appropriate departments to resolve customer issues and ensure a positive customer experience.
• Identifies customer inquiry trends and provides feedback to manager for process improvement.
• Develops in-depth and dynamic knowledge of the company's products and services and provides accurate information to customers.
• Maintains accurate records of customer interactions and resolutions.
• Follows communication procedures, guidelines and policies while maintaining a positive brand image.
• Meets or exceeds established KPIs.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This position has no supervisory responsibilities.

MINIMUM REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• Associates degree or 2 years' equivalent work experience.
• 1+ years related experience in customer service, building industry, or related field.

PREFERRED EXPERIENCE

• Experience working in a fast-paced call center environment.
• Utilization of Salesforce CRM and Salesforce Service Cloud modules.
• Familiarity with building industry materials.
• Multi-lingual capabilities with fluency reading and writing English and Spanish.

COMPETENCIES

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   • Strong communication (verbal and written) and interpersonal skills.
   • Organization and time management skills to effectively multi-task and prioritize through the workday.
   • Ability to effectively operate inside a team environment, both in person and remote.
   • Active listening skills with critical problem-solving and follow-up skills.
   • Ability to effectively professionally, and succinctly communicate verbally over the phone, or in writing for online text chat and email.
   • Expertise in de-escalation by active listening and empathy to resolve customer issues calmly and effectively while maintaining positive relationships.
   • Tech-savvy with ability to absorb and navigate a variety of technology tools for effective Call Center business operations; strong emphasis on Salesforce CRM, Salesforce Service Cloud, Microsoft Office Suite, and Internet based applications.
   • Confidentiality required for secured access to locations, sensitive information, and data privacy.
   • Ability to effectively utilize and enhance personal selling skills to increase potential value of initial quote request.
   • Ability to effectively operate a multi-line phone system.
   • Knowledge of building industry products and services.
   • Proficient typing skills required.
   
   
   
   

WORK ENVIRONMENT / PHYSICAL ACTIVITY

• Work is in an office setting and generally sedentary with physical effort associated with using a computer, but may involve walking or standing for brief periods of time.
• May be required to occasionally lift, carry, push, pull, or otherwise move objects up to 25 pounds.