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Customer Service Representative

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Customer Service
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21000436 Requisition #

Pella

Customer Service Representative

Bothell, WA

 

Pella, an innovative, dynamic, growing company is now looking for a Customer Service Representative in our office in Bothell. 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 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

 

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

 

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.

Education and/or Experience:

Must have High School Diploma or GED. AA or Technical degree preferred, 0-2 year’s customer service, or general business experience preferred.  Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required. 

 Computer Skills:

Proficiency with Microsoft® Word, Excel, Outlook and PowerPoint software applications. Will be expected to develop proficiency in Pella proprietary software (i.e. PQM, POETS, OMS, etc.). 

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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Bothell, Washington, United States

📁 Customer Service