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Client Support Agent

2 months ago

Beltsville, Maryland, United States Pella Mid-Atlantic Full time
Job Overview

About Pella Mid-Atlantic
Pella Mid-Atlantic stands as a premier distributor of Pella window and door solutions, boasting over 90 years of innovation and expertise in the industry. Our mission is to enhance the homes and lives of our customers through exceptional products and services.

Pella Mid-Atlantic operates multiple showrooms and caters to a diverse clientele, including residential, trade, and commercial customers across various regions.

We are dedicated to our craft and seek individuals who share our enthusiasm for excellence. If you are a motivated and compassionate individual eager to embark on a rewarding career with a distinguished company, we invite you to explore this opportunity.

Position Summary:
The Customer Service Representative will serve as the initial point of contact for Pella Mid-Atlantic customers, delivering an outstanding experience. This role is ideal for those who thrive in competitive environments and possess a strong desire to achieve success. Responsibilities include making outbound sales calls, addressing inbound inquiries, providing product information, and scheduling appointments. Additionally, this position involves confirming appointments, re-engaging previous customers, and managing cancellations. We seek individuals who are passionate about customer service and sales, with a persuasive and engaging phone presence.

Key Responsibilities:

  • Effectively communicate the brand and values of Pella Mid-Atlantic.
  • Achieve daily and monthly targets for appointments set and completed.
  • Meet expectations for inbound and outbound call volume.
  • Assist customers calling from marketing initiatives.
  • Engage with past and potential customers to facilitate new appointments.
  • Prequalify and schedule customer meetings.
  • Address general customer inquiries and direct them to the appropriate departments.
  • Recognize when calls require escalation for further assistance.
  • Interact with customers through online inquiries via web chat.
  • Maintain accurate records of customer interactions via phone, text, or email.
  • Confirm all scheduled appointments and conduct follow-up calls as necessary.
  • Acquire and retain knowledge of Pella window and door products to educate customers.
  • Act as an advocate for customers by responding promptly and proactively addressing their needs.
  • Utilize CRM software to track all customer interactions and adhere to best practices.
Qualifications:
  • High School Diploma or GED Equivalent.
  • 1+ years of experience in a customer-focused role (preferred).
  • Proficient in Microsoft Office applications with a willingness to learn new software.
  • Strong attention to detail.
  • Self-motivated and team-oriented individual with a passion for sales.
  • Excellent interpersonal skills with the ability to connect with diverse individuals.
  • Ability to employ active listening to identify customer needs.
  • Capable of multitasking in a dynamic work environment.
  • Enjoys healthy competition and is driven to excel.
  • Effective communication skills, both verbal and written.
  • Demonstrates a high level of integrity.

Pella Mid-Atlantic conducts background checks and drug screenings for all candidates. We are an Equal Opportunity / Affirmative Action employer, ensuring that all qualified applicants receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.