Director of Customer Experience
Mercury
Customer Service Representative
Pella Windows & Doors of North Carolina and Southwest Virginia
full-time
Posted on:
Location: Illinois • 🇺🇸 United States
Visit company websiteJob 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
