Customer Engagement Representative

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Job description

Work Location: 16900 Bagley Road, Middleburg Heights, OH Job Overview:

The Customer Engagement Representative is responsible for handling all inbound requests from and outbound calls to potential customers interested in Infinity from Marvin's product and service offerings with the goal of converting these leads into sales appointments. This person is typically the first employee that a potential customer will connect with after indicating their interest in Infinity products online or at a show or event, so they must represent the brand with a positive and professional demeanor while offering a best-in-class customer experience from the beginning.

Highlights of your role:

• Connect with potential customers via phone, text, email, and web chat, including significant outbound calling
• Educate potential customers on our business and determining whether or not we have the right product/service for them. Capture contact information and project details and input into our systems.
• Following up on inquiries and confirm sales appointments. Manage customer outreach for upcoming appointments or changes.
• Route unserviceable leads to other partnering businesses that can serve the potential customer.
• Multi-task by navigating several processes and programs while maintaining professionalism with customers.
• Every other weekend is required.

Salary Range: $18-$22 per hour, based on experience You're a good fit if you have (or if you can):

• Hands-on experience with any of the following systems would be helpful: Microsoft Office Suite, Salesforce, Zendesk, Webflow, Typeform, Klaviyo, Calendly
• Passionate about being a part of developing processes and procedures
• Self-motivated with a strong work ethic
• All combinations of education and experience will be considered

Also want to make sure you have:

• Experience in customer service, service industry, sales, or marketing in a customer-facing role; direct-to-consumer home improvement or similar industry preferred
• Excellent time management and communication skills (Bilingual preferred)
• Professional, positive behavior with a focus on providing an outstanding experience for our customers, as well as engaging with the team.
• Creative problem solving skills with the ability to learn quickly

We invite you to See Yourself at Marvin:

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities. You also belong to one of America's Top 20 Large Employers of 2024, according to an exclusive ranking by Forbes Magazine.

For more than 100 years, we've been designing, building, and engineering premier products. Today, in our 16 locations across North America, we manufacture Marvin's portfolio of products, which includes Infinity Replacement Windows, TruStile Doors, and Marvin Coastline brands.

Together, we live our values and enjoy a culture that feels like home. Our better living approach to benefits supports you at work and beyond. From day one, you receive health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more! A few unique offerings include:

• $300 annual wellbeing account to spend on whatever makes you happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• Annual profit sharing - get rewarded for the role everyone plays in making Marvin a success
• Giving at Marvin - join coordinated volunteer opportunities
• Brighter Days Fund - financial support thanks to your colleagues and the Marvin family should you suffer a personal hardship

When you belong to the Marvin team, it's all part of the package. Apply today!

Marvin is an Equal Opportunity Employer:

This job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position. Any employment offer depends on completing a background check and drug screen to company standards.

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