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Client Engagement Specialist
2 months ago
About Pella Mid-Atlantic
Pella Mid-Atlantic stands as a premier distributor of window and door solutions, boasting over 90 years of industry innovation and expertise. Our mission is to enhance the living spaces and experiences of our customers through our high-quality products and services.
With multiple showrooms, we cater to a diverse clientele including residential, trade, and commercial sectors across various regions.
We are dedicated to our craft and seek individuals who share our enthusiasm. If you are a driven and compassionate person looking for a rewarding career, we invite you to explore opportunities with us.
Position Summary:
The Client Engagement Specialist serves as the initial point of contact for our customers, ensuring an exceptional experience. This role involves making outbound sales calls, addressing inbound inquiries, and providing product insights while scheduling appointments. Additionally, the specialist will confirm appointments, reconnect with previous customers, and manage rescheduling as necessary. We seek individuals who are passionate about customer service and possess strong communication skills.
Key Responsibilities:
- Effectively communicate the values and brand of Pella Mid-Atlantic.
- Achieve daily and monthly targets for scheduled and completed appointments.
- Maintain expected call volumes for both inbound and outbound communications.
- Assist customers with inquiries stemming from marketing initiatives.
- Engage with past and potential customers to facilitate new appointments.
- Prequalify and organize customer appointments efficiently.
- Respond to general inquiries and direct them to the appropriate departments.
- Recognize when issues require escalation for resolution.
- Utilize online chat to assist customers with inquiries.
- Document customer interactions across various communication channels.
- Confirm scheduled appointments and conduct follow-ups as needed.
- Acquire and retain knowledge of Pella products to educate customers effectively.
- Act as an advocate for customers by providing timely responses and proactive solutions.
- Employ CRM software to track all customer interactions and adhere to best practices.
Qualifications:
- High School Diploma or equivalent.
- Minimum of 1 year experience in a customer-focused role (restaurant experience is acceptable).
- Proficient in Microsoft Office and quick to learn new software.
- Strong attention to detail.
- Self-motivated with a collaborative spirit.
- Excellent interpersonal skills.
- Ability to actively listen and identify customer needs.
- Capable of multitasking in a dynamic environment.
- Enjoys competition and is driven to achieve results.
- Clear and concise communication skills, both verbal and written.
- Demonstrates integrity in all interactions.
Pella Mid-Atlantic is committed to equal opportunity and affirmative action. All qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, disability, or veteran status.
