Customer Service Representative

Overview

Assist customers via phone, email, in‑person to resolve issues, schedule service, and order parts.

Key Responsibilities

• troubleshooting
• scheduling
• parts ordering
• file updates
• metrics
• customer service

Tasks

The Customer Service Representative (CSR) is responsible for providing quality customer service to internal and external customers daily via telephone, email, web service request, fax, or in-person communication. This position is responsible for ensuring all customer service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude. Assigned teams and tasks will vary based on business necessity. This is a full-time onsite position that has a Monday - Friday 8am-4:30pm schedule. -Must research and troubleshoot product issues from customer in an accurate and timely manner -Process customer payments via credit card -Seeks out internal experts and utilizes their knowledge -Meet customer needs by diagnosing service issues; processing service requests; scheduling service appointments based on customer product, time and labor requirements; providing quotes to customers; ordering necessary service parts -Primary job responsibility is to gather information via incoming calls and emails from customers in order to quickly, professionally and accurately answer any and all questions regarding product and service issues. -Enter Pella Credit Requests (PCR) for all warranty parts ordered -Assist Service Technicians with daily issues including scheduling, parts orders, directions, customer communications, etc. -Update customer files (electronic files in Pella Service System) each time contact is made with customer and close file when job is completed -Research parts needed using resources such as subject matter experts, PERL etc. to ensure parts ordered for services tasks are accurate. -Schedule delivery method for service parts without a technician trip (i.e. USPS/Fed Ex) -Complete confirmation process for customers with time/date of appointment, and place calls to customers after event is completed to determine service level obtained -Completes work in a timely and accurate manner -Meets or exceeds monthly metrics goals, including CSR, quality, and productivity goals as established by department -Promotes and facilitates continuous improvement activities in the department -Resolve customer complaints regarding product and service, engaging other departments when needed (i.e. sales, order fulfillment, technical and corporate support staff)

Requirements

• microsoft office
• pella software
• high school
• customer service
• team player
• math skills

What You Bring

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Time commitment required of this position will vary based on business needs. 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.). Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines. Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance. Must be able to investigate issues and resolve conflict in the best interests of the business and our customers. Excellent verbal and written English language skills are required as well as 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. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers. Must display excellent phone and email etiquette. Must be able to present appropriate attitude for the situation when interacting with customers or coworkers. Ability to subtract two digit numbers and to multiply and divide with 10s and 100s. Ability to perform calculations using units of money, time, measurement, etc. Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth. Ability to apply basic concepts of algebra, geometry and general business math. -Enjoys working in fast-paced environment with a high sense of urgency -Proficiency with Microsoft Office and ability to learn internal software programs and applications -Confident in ability to resolve customer issues -Understand and proficiently use phone system as required

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Benefits

-Paid time off -Paid vacation -401k with company match -Company paid life insurance -Company paid short-term and long-term disability insurance -Paid sick/personal leave -Medical, dental, and vision benefits that start the first of the month following a start date.

About Pella Corporation

-Offers a broad range of products for both residential and commercial sectors. -Known for high-quality, energy-efficient windows and doors with customization options. -Products are widely used in new construction and home renovations across North America. -Committed to continuous improvement with cutting-edge manufacturing and materials. -Adapts to market needs, introducing innovative window technologies and responding to design trends. -Specializes in storm doors, patio doors, and other building solutions.

Sector Specialisms