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Client Support Specialist

2 months ago

Bedford, Ohio, United States Gunton Corporation Full time
Job Overview

As a vital member of our team, you will be responsible for cultivating a comprehensive understanding of Pella products and their components, as well as the challenges that may impact their functionality and the associated warranties based on brand, model year, and application.

Key Responsibilities:

  • Acquire in-depth knowledge of products and processes, along with proficiency in navigating essential software tools such as the Pella Order Management System, Pella Direct Quoting System, Pella Order Entry Transmission System, Customer Service Module, and the Pella Electronic Reference Library.
  • Establish and nurture trusting relationships with colleagues, management, and both internal and external clients to enhance the delivery of exceptional customer service.
  • Assess, initiate, and oversee service events, ensuring all necessary resources, including equipment, time, parts, and personnel, are allocated effectively to fulfill service orders on the initial visit.
  • Coordinate Service Technician schedules to minimize travel time and maximize service duration, thereby optimizing the number of service calls completed each day.
  • Communicate customer expectations regarding warranty coverage and payment processes clearly.
  • Utilize professional customer service techniques to manage and resolve challenging situations with empathy and efficiency.
  • Collaborate with team members to meet customer needs and achieve a rating of 'Very Satisfied' from clients.
  • Uphold the highest standards of personal integrity and comply with all policies set forth by Gunton Corporation.

Preferred Qualifications:

  • Possession of a college degree or equivalent professional experience.
  • Experience in customer service roles.
  • Previous experience in call centers or sales environments is advantageous.

Gunton Corporation is committed to providing equal employment opportunities.