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Customer Service Representative

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Customer Service
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20000055 Requisition #

Pella Windows & Doors

Customer Service Representative

Elkhart, IN

 

Pella Corporation, an innovative, dynamic, growing company is now looking for a Customer Service Representative (CSR) at the Birmingham Branch. 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 

•Full Benefits package including Medical, Dental, 401K 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

 

 

 

 

 

 

 

 

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.

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