Customer Support Lead- Online Tools

Location: Troy
Posted on: June 23, 2025

Job Description:

Clopay Building Products is North America's largest residential garage door manufacturer. We pride ourselves on delivering exceptional customer service as well as unsurpassed quality and innovative products. Our employees are the cornerstone of our success, and we are looking for dynamic individuals to join our team. We have an excellent opportunity for a Customer Support Lead- Online tools, in our Troy, Ohio, location. Summary : Purpose : To deliver exceptional customer service by providing advice and guidance to consumers/customers. Dimensions : Encompasses Clopay, Holmes, and Ideal Brands. Customers include both internal and external customers Responsibilities/Principal Duties : Edit, analyze, interpret, and service customer inquiries, correspondence, and telephone calls varying broadly in nature and scope relative to pre-purchase questions, product comparisons, how-to-measure information, and literature requests. Will work within iStore. Live chat and web-page e-mail responses on iStore systems/MYDOOR 3. Follow-up on technical issues with systems interfacing with dealer systems. Investigate any pricing discrepancies between systems and dealer pricing agreements. Continuing to train other Clopay associates and do live Teams training with dealers. This entails the associate to continue to self-train and/or develop training on new enhancements that Clopay develops. Maintain references and files incidental to the process. Keep the company informed on enhancements that dealers are requesting, which includes working with the IT department alongside other Clopay departments. Position is logged into Freshcaller/Freshdesk at all times to ensure a 95% call answer rate along with a 12-hour resolution time frame for all Freshdesk tickets. Training of new employees. Creating and maintaining SOPs for future training of new hires. Assisting in reviewing new applicants for open positions. Call, email, and chat monitoring for quality. Monitoring ADP for missed punches and input of paid time off for the team. Handling escalation calls/e-mails/chats before involving a supervisor. Provide monthly reporting to the supervisor. Tracking and reviewing teams' Helpdesk tickets. Future projects, taking the lead on future enhancements as they are developed. Support the daily tasks of the team. Create content for internal associate training. Create content for external customer training, including holding live Teams training. Assist in communications for new enhancements. Assist with providing input for annual reviews. Other duties as assigned. High school diploma or equivalent and 24 months related experience and or training. Prior customer service, clerical, or office experience. Strong computer skills- Microsoft Office Suite and Clopay On-line tools Superior time management skills required. We offer competitive pay, a comprehensive benefits package including Medical, Dental, 401(k), Short-Term Disability, Life Insurance and Educational Assistance. Please visit our website at www.clopaydoor.com to learn more about our company. An Equal Opportunity Employer, providing a drug-free work environment. EOE Male/Female/Disabled/Veteran. We welcome applications from Veterans and the Disabled!

Keywords: , Fishers , Customer Support Lead- Online Tools, Customer Service & Call Center , Troy, Indiana