Customer Service Representative

This position is responsible for providing quality customer service to internal and external customers daily. 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.

Responsibilities/Accountabilities includes the following, but not limited to:

• Primary job responsibility is to take incoming calls quickly and professionally resolve customer inquires
• Answer in-bound customer calls and schedule service appointments based on customer product, time and labor requirements; provide quotes to customers; process service requests while ensuring that all customer and product specifications are accurate; diagnose and order parts
• Resolve customer complaints regarding product and service, engaging other departments when needed(i.e. sales, shipping, technical and administrative staff)
• Assist Service Technicians with daily issues including scheduling, parts orders, directions, customer communications, etc.
• Complete notification cards to customers with time/date of appointment
• Place calls to customers after event is completed to determine service level obtained
• Displays and/or demonstrates product in Showrooms and/or consumer home shows, using samples, digital tools and/or collateral, emphasizing features and benefits of Pella products.
• Answers and accurately directs customer calls for both internal and external customers by asking leading questions and pre-qualifying. Sets proper customer expectations regarding the
• Qualifies call-in and walk-in customers to set sales appointments for Outside Sales Representatives.
• Inputs and maintains accurate information in lead management software Salesforce. Capture traffic, leads and appointments.
• Completes sales transactions which may include handling deposits (checks, credit cards).
• Must research and obtain answers to customer inquiries (phone or walk-in) in an accurate and timely manner
• Update customer files (electronic files in Pella Service Module) each time contact is made with customer and close file when job is completed
• Provides administrative support when needed.
• Maintains showroom for cleanliness and neatness to ensure a favorable and hospitable setting for all customers, including but not limited to: dusting, cleaning windows, taking out garbage.
• Responsible for taking the appropriate action and contacting those required to resolve showroom concerns. (i.e.; product repair, electrical issues, plumbing needs, etc.)
• Meets company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns.

Skills/Knowledge

• Energetic personality
• Skilled at relating to and supporting a variety of customers
• Strong organizational, time management and problem-solving skills
• Self-starter, demonstrates a strong work ethic and responsiveness to customer needs
• Able to work with details, complexity and follow through
• Creates a sense of trust and reliability with internal and external customers, leads by example
• Able to maintain open and effective communication with cross functional teams
• Works collaboratively with customers and Pella team members
• Eye for detail and appreciation of design
• Adaptable to changing processes and priorities
• Works well without close supervision, but always keeps their manager informed

Job Type: Full-time

Benefits:

• 401(k) matching
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Hourly pay

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• Work on site at branch location

Experience:

• Customer service: 1 year (Preferred)