Pella Windows & Doors of North Carolina and Southwest Virginia

Customer Service Representative

Pella Windows & Doors of North Carolina and Southwest Virginia

full-time

Posted on:

Origin:  • 🇺🇸 United States • Illinois

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Job Level

Mid-LevelSenior

Tech Stack

Perl

About the role

  • Gather information via incoming calls and emails from customers to quickly, professionally and accurately answer product and service questions
  • Diagnose service issues; process service requests; schedule service appointments based on customer product, time and labor requirements
  • Provide quotes to customers and order necessary service parts
  • Research and troubleshoot product issues from customer in an accurate and timely manner
  • Update customer files (electronic files in Pella Service System) each time contact is made and close file when job is completed
  • Research parts needed using resources such as subject matter experts and PERL to ensure parts ordered are accurate
  • Enter Pella Credit Requests (PCR) for all warranty parts ordered
  • Use phone system proficiently and resolve customer complaints, engaging other departments when needed
  • Assist Service Technicians with scheduling, parts orders, directions, and customer communications
  • Process customer payments via credit card and schedule delivery method for parts without a technician trip
  • Complete confirmation process for customers with time/date of appointment and follow up after event to determine service level obtained
  • Meet or exceed monthly metrics goals, including CSR, quality, and productivity goals; promote and facilitate continuous improvement activities in the department

Requirements

  • Must have High School Diploma or GED; AA or Technical degree preferred
  • 0-2 year’s customer service, or general business experience preferred
  • Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required
  • Proficiency with Microsoft® Word, Excel, Outlook and PowerPoint software applications
  • Will be expected to develop proficiency in Pella proprietary software (i.e. PQM, POETS, OMS, etc.)
  • Excellent verbal and written English language skills
  • Good public relations, public speaking, and customer service skills
  • Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals
  • Must display excellent phone and email etiquette
  • Pro-active, self-disciplined, self-motivated, team player, strong desire to learn and promote self-growth
  • Attention to detail; organizational skills; ability to prioritize tasks and meet deadlines
  • Ability to investigate issues and resolve conflict in the best interests of the business and customers
  • Ability to subtract two digit numbers and to multiply and divide with 10s and 100s; perform calculations using units of money, time, measurement; apply basic concepts of algebra, geometry and general business math
  • Specific vision abilities required: close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus
  • Must be able to occasionally lift and/or move up to 10 pounds