James Hardie

CC Customer Service Lead

James Hardie  •  Scranton, PA (Onsite)  •  3 hours ago
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Job Description

Key Responsibilities

Team Leadership & Support

  • Provide daily guidance, coaching, and support to Customer Service Associates.
  • Serve as the primary escalation point for complex customer inquiries and complaints.
  • Monitor team workload, queue management, and service levels.
  • Assist leadership with onboarding and training of new team members.
  • Reinforce customer-centric behaviors and service excellence standards.

Customer Experience Excellence

  • Ensure timely, accurate, and professional responses to customer inquiries.
  • Support resolution of issues related to products, orders, shipments, installations, warranties, and claims.
  • Promote positive customer interactions that strengthen brand loyalty.
  • Drive achievement of customer satisfaction and service quality goals. [linkedin.com], [simplyhired.com]

Operational Management

  • Monitor phone, chat, email, and CRM case queues.
  • Ensure accurate documentation of customer interactions within Salesforce or other CRM systems.
  • Analyze trends in customer contacts and identify opportunities for process improvement.
  • Support workforce planning and scheduling activities to maintain service levels.

Product & Technical Expertise

  • Serve as a subject matter expert on James Hardie/AZEK product portfolios.
  • Maintain knowledge of product specifications, applications, installation best practices, and warranty programs.
  • Provide guidance to team members regarding technical customer questions
James Hardie

About James Hardie

James Hardie Industries is the world’s #1 producer and marketer of high-performance fiber cement and fiber gypsum building solutions. We employ a diverse global workforce of approximately 5,800 employees across operations in North America, Europe, Australia, and New Zealand, and generated more than $3.9 billion in net sales during our 2024 financial year.

We believe that home is a sanctuary and a canvas for self-expression without compromise. As the trusted innovator and industry leader in the markets where we operate, James Hardie empowers homeowners and building professionals alike to achieve their dream home with premium quality solutions that enable endless possibilities for design and aesthetics, while also delivering trusted protection and long-lasting beauty.

Key to this effort is our dedication to our customers, market driven innovation, an inclusive and empowering company culture, and an unwavering commitment to our Zero Harm safety initiative. We also recognize the company’s ability to influence the communities in which we live and work around the world. While operating with a global mindset, we put great care into how our business impacts the local communities in which we operate and serve by sourcing locally, employing locally and delivering locally.

Industry
Wholesale & Distribution
Company Size
1,001-5,000 employees
Headquarters
Chicago, Illinois
Year Founded
Unknown
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