RE-SIDE & REMODEL (R&R) - SUPPORT SPECIALIST

James Hardie Building Products Inc. is the North American leader in fiber cement home siding and exterior design solutions. Hardie® products offer long lasting beauty and endless design possibilities with trusted protection and low maintenance. The company pioneered modern fiber cement building products and continues to invest in innovation to transform the industry. James Hardie is a high-performance organization, with an unwavering commitment to Zero Harm. The company proudly employs a diverse workforce of over 3,000 employees across operations in North America.

Make your dream career a reality. It’s possible!

Hybrid from our downtown Chicago office / your Chicagoland home office

As the Re-side and Remodel (R&R) Support Specialist…

What You’ll Do:

Supports the Re-side and Remodel Segment by maintaining customer relationships with the highest level of service, supporting the R&R Marketing team with administration of the James Hardie Contractor Alliance Program, providing timely and accurate follow-up, and demonstrating a positive, helpful attitude. Additionally, the R& Helpdesk I associate maintains accurate information and customer profiles within our database and often utilizes other software applications like Salesforce.com.

The Re-side and Remodel Segment is the largest building-products segment in North America and James Hardie is the world’s largest siding manufacturer. This segment is a strategic priority for the business, and this position will have a high degree of contact and interaction with both contractors and internal team members. The R&R Helpdesk I associate reports to the CAP Manager.

• Answering telephone calls from both internal and external customers, assisting homeowners with questions related to James Hardie’s contractor programs. 
• Troubleshoot and problem-solve leveraging knowledge, resources, qualitative and quantitative information.
• Helping customers with change management while making suggestions for process improvements and point out areas of opportunity to make things easier for our customers.
• Provide professional & appropriate internal/external communication as well as proactive progress updates to all stakeholders. This includes, but is not limited to, phone calls, video conferences, emails, and written communication, etc. Also, knowing when to escalate issues to the appropriate parties to get the right outcomes for our customers.
• Resolving customer concerns within service level guidelines, responding to requests for information, and coordinating information between various facets of the segment and cross functional team.
• Following up to requests for information and communication including faxes, email messages, voice mail messages, and text messaging.
• Working with contractors to track their James Hardie Rewards Submissions through the quantification of jobs, audit, and classification of invoices. 
• Auditing submitted jobs for accuracy in the company’s proprietary Customer Relationship Management (CRM) system. May assist in correcting and following up for prompt processing of rewards claims.
• Works closely with the CAP Coordinator elevating issues that are affecting the program broadly, we do this via daily planning and escalation meetings as part of our Management System.

The position responsibilities outlined above are in no way to be construed as all encompassing. Other duties, responsibilities, and qualifications may be required and/or assigned, as necessary.

What You’ll Do:

• Bachelor’s Degree in Business, Communications, or related field.
• 1-3 yrs. working experience, preferably in a customer-centered (customer service or inside sales), high urgency environment
• Strong multi-tasking, critical thinking, and problem-solving skills
• Strong verbal and written communication skills
• Microsoft Office Suite, SharePoint, and Excel knowledge
• Salesforce.com experience (preferred)
• Work hours 8:30 a.m. - 5:00 p.m. CST In Corporate Office Tuesdays & Thursdays. 1 other flexday in office. 2 days a week remote/home office/

What You’ll Receive:

At James Hardie, we recognize that our success depends on our people. We've worked hard to build a generous and competitive benefits program that demonstrates our commitment to our employees.

• Comprehensive low-cost co-pay Health Insurance; medical, dental, prescription, and vision insurance benefits for every 30+ hour full-time employee. Insurance starts on day one!
• 401(k) Retirement plan that will match 100% of employees saved dollars up to the first 6% of your salary
• Paid holidays, paid vacation including Jury Duty and bereavement leave
• Wellness Program
• Employee Assistance Program
• Parental Leave
• Community Involvement & Sustainable Solutions - Fire Resistant Siding to Help Rebuild the Grizzly Flats Community | James Hardie

• And more

Apply now and come “home” to Hardie!

*Not accepting 3rd party agency submissions

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James Hardie Building Products Inc. is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, gender, sex, age, national origin, religion, sexual orientation, gender identity/expression, genetic information, veteran's status, marital status, pregnancy, disability, or any other basis protected by law.