Customer Service Representative

2 weeks 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 field. Our offerings are designed to enhance the aesthetics and functionality of homes and businesses alike. We play a vital role in the sales, installation, scheduling, and maintenance of our products, ensuring a seamless experience for our clients.

With six showrooms, including our main location, we cater to residential, trade, and commercial clients across multiple states. Our commitment to excellence drives us to seek individuals who share our enthusiasm for customer service, sales, and operational excellence.

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

Key Responsibilities:

  • Communicate the brand values and mission of Pella Mid-Atlantic effectively.
  • Achieve daily and monthly targets for scheduled appointments and completed demonstrations.
  • Meet expectations for inbound and outbound call volumes.
  • Assist customers reaching out through various marketing channels.
  • Engage with past and potential clients to facilitate new appointments.
  • Prequalify and arrange customer meetings.
  • Address general inquiries and direct them to the appropriate departments.
  • Recognize when issues require escalation for resolution.
  • Interact with customers through online inquiries via chat.
  • Maintain accurate records of customer interactions through daily data entry.
  • Confirm all scheduled sales meetings and follow up as necessary.
  • Acquire and retain knowledge of Pella window and door products to educate clients.
  • Act as an advocate for customers by responding promptly and proactively offering solutions.
  • Utilize CRM software to track all customer interactions following best practices.
Qualifications:
  • High School Diploma or GED Equivalent.
  • Preferred: 1+ years of experience in a customer-focused role (restaurant experience is acceptable).
  • Proficient in Microsoft Office applications with a willingness to learn new software.
  • Strong attention to detail.
  • Self-motivated with a collaborative spirit.
  • Exceptional interpersonal skills.
  • Ability to actively listen and assess customer needs.
  • Capable of multitasking in a dynamic environment.
  • Enjoys healthy competition and is driven to achieve success.
  • Clear and concise 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.

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