Job Summary

What’s the job?

The general function of the Loyalty Programs Specialist is overseeing and supporting all facets of our Corporate Loyalty Programs. This individual provides superior customer service through communication skills, conflict resolution and product and program knowledge to our internal and external stakeholders.

The Loyalty Programs Specialist must be analytical and possess an ability to evaluate customer inquiries (e.g., internal and external) and validate customer registrations in compliance with program regulations. Using a customer centric mindset, they must enforce program terms and conditions and work with different facets of the company, including, but not limited to Sales, Customer Experience, Marketing and Loyalty Processing when required. They must be able to evaluate changing needs and inputs quickly to ensure the success of our programs, despite challenges and obstacles that arise. Having the ability to seek out needed information, and effectively communicate both verbally and through written responses to any/all program stakeholders will make this person successful.

A tech savvy person is a plus as they will be utilizing digital tools and platforms to maintain regular communication on progress, reports, timelines, and deliverables to ensure stakeholder satisfaction throughout the planning and execution of projects and tasks. This person will have intimate knowledge of the service-level agreement (SLA) between the customer and our business and seeks to always maintain that service-level.

The Loyalty team thrives in an unscripted format; therefore, an empathetic, enthusiastic, agile, confident personality is necessary. Main responsibilities include but are not limited to:

• Providing best in class customer service by responding to customer and field sales inquiries through inbound and outbound calls, emails & live chats in a timely manner
• Utilizing our CRM to capture all customer touchpoint interactions, including, but not limited to, new registrations processing, claim inquiries, account data management, and program & product questions
• Training and customer service-related support for loyalty program stakeholders - internal and external - to increase ease of doing business with our customers and sales
• Responsible for new customer registration eligibility & processing in Corporate Loyalty Programs
• Generates sales opportunities and increases sales margins while fostering and developing customer relationships through each customer interaction
• Managing the Loyalty Competitor Matrix and assisting with maintenance of the Loyalty Market Basket Matrix.
• Partners with Loyalty Manager and business to grow our LMS platform
• Develops and shares reports on our Customer Loyalty Programs to internal and external customers to generate and grow sales
• Processing support, including but not limited to updating records, validation of new registration requests, and claims verification as needed.
• Partner with the business to develop and/or enhance our Loyalty Programs to identify/increase customer loyalty and profitability in sales
• Enhance program participation with the goal of increase sales margins

Required Qualifications

What do you bring?

• High school diploma/GED required.
• Bachelor’s degree in marketing, marketing, statistics, mathematics, economics, or related field preferred.
• Must have customer service background - Assertive, while pleasantly persuasive, always mindful of providing a best-in-class customer experience
• 1-3+ years’ experience in customer service, sales/service, or other applicable experience.
• Bi-lingual preferred (Spanish or French Canadian)
• Strong organizational skills
• Excellent time management, comfortable multitasking
• Strong written and verbal communication skills
• Strong systems knowledge of Microsoft Office and Salesforce
• Ability to develop queries and reports that enable analysis.
• Should be able to operate well under pressure.
• Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
• Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Problem solving mindset with the ability to identify continual process improvements which improving efficiencies while increasing user satisfaction
• Identify opportunities to cross-sell customers other CertainTeed products where applicable.
• Enhance program participation with the goal of increase sales margins
• Continual evaluation of process flow, with concentration in improving efficiencies while increasing user satisfaction.
• Provide regular recommendations for enhancement.

Company Summary

Why work for us?

Through the responsible development of innovative and sustainable building products,CertainTeed, headquartered in Malvern, Pennsylvania, has helped shape the building products industry for more than 110 years. Founded in 1904 as General Roofing Manufacturing Company, the firm's slogan "Quality Made Certain, Satisfaction Guaranteed," inspired the name CertainTeed. Today, CertainTeed is a leading North American brand of exterior and interior building products, including roofing, siding, fence, decking, railing, trim, insulation, drywall and ceilings.

A subsidiary of Saint-Gobain, one of the world’s largest and oldest building products companies, CertainTeed has more than 6,300 employees and more than 60 manufacturing facilities throughout the United States and Canada. www.certainteed.com

Legal Statement

Saint-Gobain provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Saint-Gobain is an equal opportunity employer of individuals with disabilities and supports the hiring of veterans.

Saint-Gobain is an industry leader with thousands of talented team members who are dedicated to one unified purpose: We bring well being to people by creating great living spaces and improving daily life. You’ll find us wherever people live, work, play, move and heal. Driven by people with unique ideas and a passion for excellence, our businesses manufacture world-class products for a broad range of engaging industries.