<p>Primary location: Lancaster, Pennsylvania</p> <p>Relocation offered: No</p> <p>Employment status: Full-Time</p> <p>Travel: No</p> <p>Non-compete: No</p> <p>Pay grade: 4/5/6</p> <p>The estimated base salary range for this role is $45,000-$52,000 per year.</p> <p>Individual pay is based upon location, skills and expertise, experience and other relevant factors</p> <p>Armstrong World Industries, Inc. has a job opportunity for a Customer Service Representative - Samples to be located in Lancaster, PA. The Customer Service Representative is responsible for providing effective and timely sales support and customer services. Customer services include consultation and resolution services that encompass the entire sample order process. The hours of this position will be 7:45 AM- 4:30 PM.</p> <p>What's in it for you</p> <ul> <li>Provides effective and timely sales support and customer services </li><li>Customer services include consultation and resolution services that encompass the entire sample order process </li><li>Understands individual and team metrics </li><li>Meets or exceeds call quality metrics </li></ul> <p>What you'll do</p> <ul> <li>Responding, answering, and handling customer and field sales inquiries related to samples </li><li>Responsible for entering sample orders for Ceilings, Grid and Walls </li><li>Obtains information for technical problem resolution related to samples, to satisfy our customers </li><li>Responsible for updates to the ABP Customer Relationship Management System, related to Field Sales support calls </li><li>Exercises decision-making capabilities to quickly and effectively resolve customer issues resulting in customer satisfaction </li><li>Transfers or escalates complex calls as appropriate </li><li>Follows Policies and Procedures </li><li>Follows through on customer issues until there is complete resolution and customer satisfaction </li><li>Identifies areas for process improvement </li></ul> <p>What will make you successful</p> <ul> <li>Exercises strong listening skills and problem-solving skills relative to customer inquiries </li><li>Develops clear written responses </li><li>Demonstrates ability to learn, understand, and transfer knowledge </li><li>Ability to prioritize work </li><li>Ability to interact and obtain support or influence from other departments </li></ul> <p>Qualifications</p> <ul> <li>High School Diploma or equivalent </li><li>Possess proficiency in operating a PC with basic knowledge of Microsoft Office </li><li>Demonstrated strong organizational skills with strong propensity to multi-task </li><li>Demonstrated superior verbal and written communication or customer service skills </li><li>Commitment to consistently exceed the customer's expectations </li></ul> <p>What makes you stand out</p> <ul> <li>Previous customer service experience or training </li><li>CES or SAP experience </li></ul> <p>Value Added Activities (% Time Spent)</p> <ul> <li>Previous 60% Handles customer and field sales calls and emails related to sample orders </li><li>30% Administrative functions </li><li>10% General problem resolution </li></ul> <p>Supervisory Responsibilities - None</p> <p>AWI is an Equal Opportunity Employer, and all qualified applicants receive consideration for positions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status</p>