Alliance Support Associate

Alliance Support Associate

Chicago, IL, US, 60601

Hybrid

James Hardie is the industry leader in exterior home and outdoor living solutions, with a portfolio that includes fiber cement, fiber gypsum, composite and PVC decking and railing products. Our family of trusted brands includes Hardie®, TimberTech®, AZEK® Exteriors, Versatex®, fermacell®, and StruXure®.

With over 8,000 employees and our U.S. operating entities headquartered in Chicago, we boast 31 operating sites, 6 recycling facilities, and 6 research and development centers globally. Powered by a dynamic workforce, we're united by our purpose of Building a Better Future for All™ through sustainable innovation, a Zero Harm culture, and a commitment to empowering our people and communities.

Summary

The ALLIANCE Support Associate I supports the Re-side and Remodel Segment by maintaining customer relationships with the highest level of service, supporting the R&R Segment team with the administration of the James Hardie Alliance Program by providing timely and accurate follow-up, and demonstrating a positive and helpful attitude. Additionally, the ALLIANCE Support Associate I maintains accurate information and customer profiles within our database and often utilizes 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 sales team members. The ALLIANCE Support Associate I reports to the ALLIANCE Sr. Manager.

What You'll Do:

• Field and process phone calls and voice mails from both internal and external customers.
• Assist homeowners, contractors, and members of our sales team with a variety of questions and/or needs related to James Hardie's contractor programs.
• Resolve customer concerns within service level guidelines, respond to requests for information, and coordinate information between various facets of the segment and cross-functional team.
• Work with contractors to track their James Hardie Rewards Submissions through the quantification of jobs, audit, and classification of invoices.
• Audit 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.
• Troubleshoot and problem-solve by leveraging knowledge, resources, qualitative and quantitative information.
• Work closely with the ALLIANCE Specialists by elevating issues that are affecting the program broadly, via daily planning and escalation meetings as part of our Management System.
• As a primary front-line employee, provide suggestions for process improvements and point out areas of opportunity to improve the user experience and systems.

What You'll Bring:

• Provide professional and appropriate internal/external communication as well as initiative-taking progress updates to all stakeholders.
• Escalate issues to the appropriate parties to get the right outcomes for our customers.
• Enthusiastically assist homeowners with product or program-related inquiries with professionalism and excellent customer service.
• Follow up on requests in a timely fashion for information and communication, including faxes, email messages, voice mail messages, and text/chat messages.
• Actively participate and engage in team or cross-functional calls.

What You'll Receive:

As of the date of this posting, a good faith estimate of the current pay scale for this position is $18.75 to $23.41. Placement in the range depends on several factors such as experience, skills, geography and internal equity and may change over time. This position qualifies for benefits.

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.

• Life insurance

• Short-term and long-term disability insurance

• 401(k) Retirement plan that will match 100% of employees saved dollars up to the first 6% of your salary.

• 11 paid holidays per year

• Paid vacation

• Wellness Program, Employee Assistance Program, Parental Leave

• Employee Stock Purchase Plan

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.