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Customer Service Representative
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Role Description 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. Responsibilities/Accountabilities (include but are not limited to): Gather information via incoming calls and emails from customers to quickly, professionally, and accurately answer any and all questions regarding product and service issues. Meet customer needs by diagnosing service issues, processing service requests, scheduling service appointments, providing quotes to customers, and ordering necessary service parts. Research and troubleshoot product issues from customers in an accurate and timely manner. Update customer files (electronic files in Pella Service System) each time contact is made with a customer and close the file when the job is completed. Research parts needed using resources such as subject matter experts to ensure parts ordered for services tasks are accurate. Enter Pella Credit Requests (PCR) for all warranty parts ordered. Understand and proficiently use the phone system as required. Resolve customer complaints regarding product and service, engaging other departments when needed. Assist Service Technicians with daily issues including scheduling, parts orders, directions, customer communications, etc. Process customer payments via credit card. Schedule delivery method for service parts without a technician trip. Complete confirmation process for customers with time/date of appointment and follow up after the event to determine service level obtained. Meet or exceed monthly metrics goals, including CSR, quality, and productivity goals as established by the department. Promote and facilitate continuous improvement activities in the department. What we offer: Medical, dental, and vision insurance Employee Assistance Program 401K with company match Health Savings and Flexible Spending accounts Company paid life insurance Company paid short/long term disability insurance 9 paid holidays Vacation and sick/personal leave Tuition reimbursement Employee discount Skills/Knowledge: Provide superb customer service Complete work in a timely and accurate manner Enjoy working in a fast-paced environment with a high sense of urgency Confident in ability to resolve customer issues Seeks out internal experts and utilizes their knowledge Committed to following established processes Focused on details and follow through Proficiency with Microsoft Office and the ability to learn internal software programs and applications Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience: Must have a High School Diploma or GED. AA or Technical degree preferred, with 0-2 years of 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. Computer Skills: Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint software applications. Will be expected to develop proficiency in Pella proprietary software. Communication Skills: Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills. Professional Skills: Must be a team player and exhibit a strong desire to learn and promote self-growth. Attention to detail is required. Mathematical Skills: Ability to perform calculations using units of money, time, measurement, etc. Physical Demands: Regularly required to stand; walk; use hands to type or feel; reach with hands and arms; and talk or hear. Work Environment: Typical office environment. The noise level is typically moderate. About Pella Corporation Pella Corporation leads the industry in innovation and design. Founded in 1925, Pella is consistently recognized as a great place to work. We encourage creative thinking that seeks out and includes diverse perspectives. Ready to find a career that sparks your passion? #J-18808-Ljbffr
