Customer Service Representative
2 weeks ago
We are seeking a highly skilled and customer-focused Customer Service Representative to join our team at Pella Corporation. As a key member of our customer service team, you will be responsible for providing exceptional service to our internal and external customers, ensuring their needs are met in a timely and accurate manner.
Key Responsibilities- Provide quality customer service via telephone, email, web service request, fax, or in-person communication
- Ensure all customer service calls and requests are completed in a timely, accurate, and efficient manner
- Meet customer needs by diagnosing service issues, processing service requests, and scheduling service appointments
- Research and troubleshoot product issues from customers in an accurate and timely manner
- Update customer files and close files when jobs are completed
- Research parts needed using resources such as subject matter experts and company databases
- Enter Pella Credit Requests for all warranty parts ordered
- Resolve customer complaints regarding product and service, engaging other departments when needed
- Assist Service Technicians with daily issues, including scheduling, parts orders, directions, and customer communications
- 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 with customers after the event is completed
- Meet or exceed monthly metrics goals, including CSR, quality, and productivity goals
- High School Diploma or GED required; AA or Technical degree preferred
- 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
- Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint software applications
- Ability to develop proficiency in Pella proprietary software
- 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
- Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers, and managers
Pella Corporation is a leading manufacturer of windows and doors, with a commitment to innovation, design, and customer satisfaction. We are a growing, privately owned company with 20 manufacturing locations and over 10,000 team members in the U.S. and Canada. We are consistently recognized as a great place to work by Newsweek, Forbes, and Glassdoor, and have received numerous accolades for innovation and design.
We offer a comprehensive benefits package, including medical, dental, and vision insurance, health savings and flex spending plans, employee assistance program, company-paid life insurance, and 401(k) with company match. We also offer paid holidays, vacations, and sick days, as well as tuition reimbursement and professional development opportunities.
At Pella, we value diversity, equity, and inclusion, and are committed to creating a workplace that is welcoming and inclusive for all employees. We believe in the importance of continuous learning and development, and offer opportunities for career advancement and professional growth.
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