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Customer Service Representative

2 months ago

Beltsville, Maryland, United States Pella Mid-Atlantic, Inc. Full time
About Pella Mid-Atlantic

Pella Mid-Atlantic is a leading distributor of Pella window and door products, serving residential, trade, and commercial customers in Maryland, Virginia, DC, and parts of Delaware and West Virginia. With over 90 years of innovation and experience, we're passionate about enriching the homes and lives of others.

Job Overview

The Contact Center Agent will be the first point of contact for Pella Mid-Atlantic customers, providing a best-in-class experience. This role involves making outbound sales calls, answering and responding to inbound calls and internet inquiries, and setting appointments. The ideal candidate will be a motivated, caring, and driven individual who thrives on healthy competition and the drive to succeed.

Responsibilities
  • Communicate the company brand and values of Pella Mid-Atlantic.
  • Meet daily and monthly goals for Appointments Set & Completed Appointment Demos.
  • Meet daily and monthly expectations for Inbound/Outbound Call Volume.
  • Answer and advise customers calling in from marketing sources.
  • Engage past and prospective customers and assist in setting new appointments.
  • Prequalify and schedule customer appointments.
  • Respond to general customer inquiries and route to appropriate departments.
  • Identify when calls need escalation to assist with customer inquiries, appointments, and rescheduling.
  • Interact with customer online inquiries via web chat function.
  • Complete Daily Data Entry for Customer interactions that occurred via Phone, Text or Email.
  • Confirm all scheduled sales appointments and conduct follow-up calls after appointments if needed.
  • Learn and retain Pella window and door product knowledge and be able to educate the customer.
  • Be our customers' advocate by responding promptly, following up, and being proactive with solutions.
  • Utilize CRM software and adhere to best practices to track all customer sales interactions.
Requirements
  • High School Diploma or GED Equivalent.
  • 1+ years of experience in a customer-focused environment (Preferred).
  • Proficient with Microsoft office software applications with an ability to learn new programs.
  • High attention to detail.
  • Self-motivated individual who also enjoys working as a team and facilitating sales.
  • Strong ability to connect with people.
  • Ability to use Active Listening to determine a customer's needs.
  • Ability to Multitask in a fast-paced work environment.
  • Enjoys healthy competition and drives to succeed.
  • Ability to communicate clearly and concisely, both orally and in writing.
  • Displays a high level of integrity.

Pella Mid-Atlantic performs background checks and drug screens on all candidates. We perform motor vehicle checks on all employees that drive for the company. Pella Mid-Atlantic is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.