Customer Service Representative - Oldcastle Infrastructure

Job ID: 503965

Non-Exempt

Oldcastle Infrastructure™, a CRH company, is the leading provider of utility infrastructure solutions for the water, energy, and communications markets throughout North America. We’re more than just a manufacturer of precast concrete, polymer concrete, or plastic products. We’re a trusted and strategic partner to engineers, contractors, distributors, specifiers, and more. With our network of more than 80 manufacturing facilities and more than 4,000 employees, we’re leading the industry with innovation and a safety-first mindset.

Job Summary

This CSR position will ensure a strong customer experience by responding to inbound calls, qualifying leads, handling transactional inquiries (excluding O.S.R non-transactional inquiries) through to delivery in a timely and professional manner.

Job Responsibilities

• Develop a comprehensive understanding of the Oldcastle products, systems and business union contacts to efficiently support customer requests
• Perform administrative duties for all steps of the departments
• Answer incoming customer telephone calls in a courteous and professional manner
• Support operations by organizing and implementing administrative systems
• Keep timely and orderly records such as daily receipts, files, employee records and any other administrative documents
• Respond to and investigate customer inquiries, concerns, and issues via phone, fax, mail, and e­mail in a timely and courteous manner
• Administrative and accounting functions such as filing systems, NOVAtime, reports needed for managers
• Receive, record, and route customer concerns/changes in appropriate manner
• Answer customer inquiries and provides appropriate technical and/or product related information
• Contact customers when necessary to follow up on customer issues or orders
• Obtain customer feedback information
• Effectively communicate customer issues and concerns to all applicable internal staff members
• Document all contacts, actions, and responses in customer database
• Organize and maintain the file system; file correspondence and other records
• Maintain working knowledge of products and/or services
• Prepare reports and correspondence as needed
• Other duties may be assigned as needed

Required Competencies

Service Focus – Place a strong emphasis on creating customer loyalty by continually enhancing the customer experience. This means identifying and understanding the needs of customers, managing expectations, and prioritizing meetings and then exceeding those needs.

Accountability – Take responsibility for their own performance and accept full ownership of issues, problems, and opportunities, regardless of the source.

Composure and Resiliency –Deal effectively with pressure, maintain focus and intensity, and remain optimistic and persistent, even under adversity. This includes the ability and propensity to recover quickly from setbacks, rejections, and conflicts and to maintain self-control in the face of hostility or provocation.

Professionalism – Set high standards and serve as a role model for work performance, ethical conduct, and respect for others. Consistently conduct themselves in a manner that is aligned with generally accepted values and within the guidelines and best practices of their chosen profession.

Time Management – Focus on completing all work tasks in a timely manner, while remaining responsive enough to react to competing demands and shifting priorities. Able to manage multiple responsibilities while being organized, staying on top of important time-sensitive tasks, and performing all work accurately.

Communicating – Provide the information required by others in a concise, direct, and unambiguous way. Able to perceive how their message affects the receiver and strives to ensure that the receiver clearly understands the meaning of the message.

Job Requirements

• High school diploma / equivalent
• 2+ years related experience
• Excellent verbal and written communication skills
• Proficient in Microsoft Office (Excel, Word, PowerPoint)
• Strong organizational skills; able to manage priorities and workflow
• Able to work independently and as a member of various teams
• Versatile, flexible, and willing to work within constantly changing priorities with enthusiasm
• Able to perform diversified clerical functions and basic accounting procedures

Preferred Requirements

• Experience in the construction industry is preferred

Compensation

• Hourly target range is $25.00 to $28.00
• Yearly bonus eligible

What CRH Offers You

• Highly competitive base pay
• Comprehensive medical, dental and disability benefits programs
• Group retirement savings program
• Health and wellness programs
• A culture that values opportunity for growth, development, and internal promotion

About CRH

CRH has a long and proud heritage. We are a collection of hundreds of family businesses, regional companies and large enterprises that together form the CRH family. CRH operates in a decentralized, diversified structure that allows you to work in a small company environment while having the career opportunities of large international organization.

If you’re up for a rewarding challenge, we invite you to take the first step and apply today! Once you click apply now, you will be brought to our official employment application. Please complete your online profile and it will be sent to the hiring manager. Our system allows you to view and track your status 24 hours a day. Thank you for your interest!

Oldcastle Infrastructure, a CRH Company, is an Affirmative Action and Equal Opportunity Employer.

EOE/Vet/Disability