Pella Corporation
Role Description
The Customer Service Representative (CSR) is responsible for providing quality customer service to internal and external customers daily via telephone, email, web service request, fax, or in-person communication. This position is responsible for ensuring all customer service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude. Assigned teams and tasks will vary based on business necessity.
Responsibilities/Accountabilities (include but are not limited to):
Primary job responsibility is to gather information via incoming calls and emails from customers in order to quickly, professionally and accurately answer any and all questions regarding product and service issues.
Meet customer needs by diagnosing service issues; processing service requests; scheduling service appointments based on customer product, time and labor requirements; providing quotes to customers; ordering necessary service parts
Must research and troubleshoot product issues from customer in an accurate and timely manner
Update customer files (electronic files in Pella Service System) each time contact is made with customer and close file when job is completed
Research parts needed using resources such as subject matter experts, PERL etc. to ensure parts ordered for services tasks are accurate.
Enter Pella Credit Requests (PCR) for all warranty parts ordered
Understand and proficiently use phone system as required
Resolve customer complaints regarding product and service, engaging other departments when needed (i.e. sales, order fulfillment, technical and corporate support staff)
Assist Service Technicians with daily issues including scheduling, parts orders, directions, customer communications, etc.
Process customer payments via credit card
Schedule delivery method for service parts without a technician trip (i.e. USPS/Fed Ex)
Complete confirmation process for customers with time/date of appointment, and place calls to customers after event is completed to determine service level obtained
Meets or exceeds monthly metrics goals, including CSR, quality, and productivity goals as established by department
Promotes and facilitates continuous improvement activities in the department
What we offer:
Medical, dental, and vision insurance
Employee Assistance Program
401K with company match
Health Savings and Flexible Spending accounts
Company paid life insurance
Company paid short/long term disability insurance
9 paid holidays
vacation and sick/personal leave
Tuition reimbursement
Employee discount
Skills/Knowledge:
Provide superb customer service
Completes work in a timely and accurate manner
Enjoys working in fast-paced environment with a high sense of urgency
Confident in ability to resolve customer issues
Seeks out internal experts and utilizes their knowledge
Committed to following established processes
Focused on details and follow through
Proficiency with Microsoft Office and ability to learn internal software programs and applications