Customer Loyalty Advocate

When you work at Trex, you're helping to grow and enhance a true original. You join a company that boldly launched an entire industry… and still leads the way.

Trex is seeking a Customer Loyalty Advocate to serve as a trusted front-line technical resource for homeowners, builders, and prospective customers throughout the lifecycle of a Trex deck. From planning and product selection to installation and long-term ownership. This role goes beyond traditional customer service, requiring the ability to educate customers on installation best practices, product compatibility, and project planning with confidence and clarity. The Customer Loyalty Advocate reviews customer‑provided photos, installation details, and project descriptions to verify adherence to Trex installation guidelines before issues are advanced for further review.

RESPONSIBILITIES

• Put safety first - Always!

• Lead and foster our "people first" culture.

• Customer Engagement & Documentation

• Handle inbound and outbound customer interactions with concierge‑style service

• Gather and document installation observations, photos, and relevant project details

• Maintain accurate records and interaction notes within CRM systems

• Technical Installation & Product Education

• Serve as a technical educator on Trex decking, railing, and outdoor living product

• Answer advanced questions related to compatibility, application limits, and best practices

• Support homeowners and contractors during planning, pre‑purchase, and installation phases

• Front Line Issue Review & Vetting Support

• Serve as the first point of technical review when product concerns are reported

• Evaluate photos and installation details against Trex installation standards

• Determine appropriate next steps, including escalation when supported by guidelines

• Clearly explain outcomes and reference installation documentation when escalation is not recommended

• Other Duties as assigned

JOB LOCATION

Winchester, Virginia, United States

POSITION TYPE

Full-Time/Regular

EXPERIENCE

We are looking for someone with a High school diploma, GED, or equivalent and 2+ years of customer service or related field.

• Required Skills & Qualifications:

• Proficient with computers, CRM systems, and other digital tools

• Preferred Skills and Qualifications

• Hands-on experience in installation, contracting, field service, or technical products

• Ability to interpret installation guides and apply technical information in real-world scenarios

• Comfortable reviewing photos, asking diagnostic questions, and evaluating technical details

• Strong communication skills with the ability to explain technical concepts clearly

• Professional and composed when handling complex customer interactions

At Trex, we believe in persevering even when there's no road map, embracing groundbreaking as a way of life. We encourage multiple perspectives and welcome diverse people who problem-solve, adapt, and innovate - always with a firm foundation in safety and integrity.

SALARY

Base Salary Range: $20.00 - $24.00 per hour

The salary range provided serves as a general guideline for potential compensation for this position. It reflects the base salary and does not account for other benefits or additional compensation opportunities that may apply. This role is also eligible for further compensation through an annual/sales bonus, in addition to the base salary.

At Trex, individual base salaries are determined based on various factors, including relevant skills, qualifications, experience, and geographic location. We are committed to maintaining pay equity and consider the internal equity of our existing team members when finalizing compensation offers. In addition to competitive pay, Trex offers a comprehensive benefits package, which is detailed below.

BENEFITS & PERKS

We believe that real effort should be rewarded. We take care of you as part of our Trex family so you can take care of yours. Here are some of the perks beyond the paycheck:

• Time Off: We'll give you paid holidays and paid vacation.
• Health, Dental, and Vision Insurance: Choose from a variety of options. We'll cover a generous share of the cost. Plus, you can earn lower rates through our wellness program.
• 401(k) With Company Match: Save for your retirement and we'll match it dollar for dollar.
• Tuition Reimbursement: We're all about lifting each other to the next level. When you're ready to get the degree, we'll pick up part of the tab.
• Training and Education: We offer dozens of options to boost your performance - both online and on-site nearby.
• Stock Purchase Program: Invest in Trex at a discounted price.
• Employee Discount Program: When you make the World's No. 1 Decking Brand, you'll probably want to enjoy the finished product yourself. We'll give you a discount.

WHO WE ARE

Over 30 years ago, our founders created the world's first high-performance, low-maintenance composite decking and outdoor living products. That entrepreneurial spirit still drives us today as we continue to redefine our industry and lead the way for what's next in outdoor living. Today, Trex is the world's #1 brand of sustainability-made, wood-alternative decking, and deck railing - all proudly manufactured in the USA. As a publicly traded company [NYSE: TREX], we take pride in being the largest recycler of plastic film in the country as well as caring for the communities and the planet where we live. We nurture meaningful connections, from local engagement and investment to eco-friendly products and sustainable manufacturing processes.

Everything we do is grounded in our values and guided by our beliefs. We are looking for candidates who embody our core values:

• Innovate with Purpose
• Obsess Over the Customer
• Own the Outcome
• Operate with Excellence and Efficiency
• Win Together

At Trex, you'll become part of a diverse yet unified team that sustains the trailblazing spirit and strengths that made Trex the industry leader - learning, adapting, solving and succeeding.

We welcome new ideas and fresh perspectives, and we encourage you to bring your best to help us shape the future of Trex.

CAREER ADVANCEMENT

At Trex, you can take pride in craftsmanship. There's an art and a science to what we do, and we never stop working to refine and improve. That means no matter how long you've been with Trex, you have ongoing opportunities to grow your expertise - enhancing your career, your team and our shared efforts. You will help shape our future.

EOE

Trex is proud to be an Equal Opportunity Employer. We are committed to creating a diverse and inclusive environment for all employees and do not discriminate on the basis of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. All qualified applicants will receive consideration for employment without regard to these or any other characteristics protected by law.

E-VERIFY

Trex participates in E-Verify to confirm the employment eligibility of all newly hired employees. E-Verify is a web-based system operated by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) that allows employers to electronically verify the employment eligibility of their employees. For more information, please visit www.dhs.gov/E-Verify.