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Customer Service Representative

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Customer Service
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Pella Corporation
Customer Service Representative
South Bend, IN
 
The ideal candidate would reside in the local area.  Relocation benefits are not available. 
 
Pella Corporation, an innovative, dynamic, growing company is now looking for a Customer Service Representative at the Warrenville location. Pella provides a fast paced, fun, and respectful work environment.  CSR’s must be patient and efficient while completing tasks with attention to detail. 
 
We offer:
  • Competitive hourly rate plus bonus opportunity
  • Full Benefits package including Medical, Dental, 401K and Profit Sharing plans
  • Positive, supportive, and fun team environment
Job Summary:
 
The CSR position 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.
 
Job Responsibilities:
 
Primary job responsibility is to gather information from the customer in order to properly answer any and all questions regarding product and service issues. 
 
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
 
Must research and troubleshoot product issues from customer 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
 
Order needed parts for service tasks through Pella software programs
 
Understand and proficiently use phone system as required
 
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.
 
Process customer payment via credit card
 
Schedule delivery method for non-service related products (i.e. USPS/Fed Ex)
 
Complete notification cards to 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
 
Company Summary:
 
Pella Corporation is an innovative leader in creating a better view for homes and businesses by designing, testing, manufacturing and installing quality windows and doors for new construction, remodeling and replacement applications.  Founded in 1925, Pella is a family-owned and professionally managed privately-held company, known for its history of innovation, making outstanding products, providing quality service and delivering on customer satisfaction.  Headquartered in Pella, Iowa, the company is committed to incorporating new technologies, increasing productivity, and practicing environmental stewardship.
 
Apply today and learn about your future as a team member of Pella Windows and Doors.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Condition of Employment:

Pella Corporation is committed to workforce diversity. Pella is a Tobacco-Free Work Environment.  Pella participates in E- Verify.  Pella will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

 

Equal Employment Opportunity:

Pella Corporation provides a working environment free of discrimination and harassment.  Pella Corporation treats all persons equally, regardless of race, color, sex, religion, national origin, age or disability, as each is protected under federal law. A number of states in which Pella operates have laws protecting classifications of Team Members not necessarily protected under federal law. Therefore, Pella also treats all persons equally, regardless of political affiliation and belief, pregnancy, national origin, age, creed, marital status, military status, sexual orientation, mental disorder, veteran status, ancestry or handicap as each category is protected under a municipal ordinance or state law.

 

 

 Communication Skills:

Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills.  Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present information to others, gathers information from others, and responds appropriately to questions from customers, coworkers and managers.  Must display excellent phone and email etiquette.  Must be able to present appropriate attitude for the situation when interacting with customers or coworkers. 

 

Professional Skills

Must be a team player and exhibit a strong desire to learn and promote self-growth.  Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion.  Attention to detail is required.  Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines.  Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance.  Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.

 

Mathematical Skills:

Ability to subtract two digit numbers and to multiply and divide with 10s and 100s.  Ability to perform calcuations using units of money, time, measurement, etc.  Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth.  Ability to apply basic concepts of algebra, geometry and general business math.

 

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear.  Them employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 20 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  Time commitment required of this position will vary with the seasons. 

 

Work Environment:

Work environment with this job primarily includes the typical office environment. The noise level of this job is typically moderate. Employees in office positions may occasionally enter warehouse work areas.

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