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Client Support Specialist

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, bringing over 90 years of industry innovation and expertise. Our mission is to enhance the homes and lives of our customers through quality products and exceptional service.

With multiple showrooms, we cater to residential, trade, and commercial clients across various regions. Our team is passionate about delivering excellence, and we seek individuals who share this commitment.

Position Summary:
The Customer Service Representative will serve as the initial point of contact for our valued customers, ensuring a top-tier experience. This role involves making outbound sales calls, addressing inbound inquiries, and providing comprehensive product information while scheduling appointments. The ideal candidate will also confirm appointments, reconnect with previous customers, and manage rescheduling needs. We are looking for enthusiastic individuals who excel in customer service and possess strong sales abilities.

Key Responsibilities:

  • Communicate the values and brand identity of Pella Mid-Atlantic effectively.
  • Achieve daily and monthly targets for scheduled appointments and completed demonstrations.
  • Meet expectations for both inbound and outbound call volumes.
  • Assist customers calling from various marketing channels.
  • Engage with past and potential customers to facilitate new appointments.
  • Prequalify and arrange customer meetings.
  • Address general inquiries and direct them to the appropriate departments.
  • Recognize when to escalate calls for further assistance.
  • Interact with customers through online chat functionalities.
  • Document daily customer interactions via phone, text, or email.
  • Confirm all scheduled appointments and conduct follow-ups as necessary.
  • Acquire and retain knowledge of Pella products to educate customers effectively.
  • Act as an advocate for customers by responding promptly and proactively providing solutions.
  • Utilize CRM software to track all customer interactions and adhere to best practices.
Qualifications:
  • High School Diploma or GED Equivalent.
  • Preferred: 1+ years of experience in a customer-centric role.
  • Proficient in Microsoft Office applications with a willingness to learn new software.
  • Detail-oriented with a strong focus on accuracy.
  • Self-motivated and able to work collaboratively within a team.
  • Exceptional interpersonal skills and ability to connect with diverse individuals.
  • Strong active listening skills to identify customer needs.
  • Able to multitask effectively in a dynamic environment.
  • Enjoys a competitive atmosphere and is driven to achieve success.
  • Excellent verbal and written communication skills.
  • Demonstrates a high level of integrity and professionalism.

Pella Mid-Atlantic is committed to equal opportunity and affirmative action in employment. All qualified applicants will be considered without regard to race, color, religion, sex, national origin, disability, or protected veteran status.