Customer Service Representative-PT Job at Pella Corporation
- 4 days a week, 19 hours total
- 3 days 10am-3pm, Fridays 10am-2pm
- 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 in system 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
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, Service Module, etc.).
Language & 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, co-workers 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, co-workers 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 calculations 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. The employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 15 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 business need.
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.
Please Note :
caminobluff.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, caminobluff.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.