Customer Service Assistant

JELD-WEN is currently seeking a Customer Service Assistant to join our growing team.

 

The Opportunity

 

The Customer Service Assistant’s main responsibilities are to receive and resolve retail customer inquiries in a timely manner and provide technical support and assistance in a fast-paced, high-volume call center environment. We are looking for a proactive, self-motivated, task-oriented individual who can work independently with minimal oversight. The candidate should be a flexible and creative thinker who along with successfully managing their administrative workload, will contribute to the customer experience department by finding ways to continually improve our processes.

 

This is a remote position. You may be based out of any location.

 

What You Will Do

 

• Serve as the first point of contact by addressing customer inquiries that come into the customer experience department by phone, web, email, or social media.
• Identify and determine the best solution by problem-solving, and performing research by interfacing with manufacturing, operations, product management, logistics, and sales to provide the highest level of service to bring resolution to the customer’s inquiries.
• Contact customers through verbal and written communication concerning delivery issues, such as material shortages, incorrect shipments, lost material, and product availability.
• Monitor the status of requested work, prepare customized correspondence as necessary, and make outbound calls as requested.
• Advocate on customers’ behalf to ensure high levels of customer satisfaction.
• Facilitate call escalation for clients whose requests are not being met within established service timeframes. Practice de-escalation techniques to enhance the overall experience.
• Promote positive customer relations while maintaining the highest standards of ethics, quality, and professionalism.
• Record in Salesforce; customer interactions, details of inquiries, or comments, as well as actions taken.
• Support the sales team by developing and maintaining positive customer relations which can substantially affect product revenue(s).
• Develop a thorough understanding of JELD-WEN products, operations, websites, and literature to add value to and assist customers.
• Assist Department Manager with departmental process improvements.
• Other duties may be assigned.

 

Who You Are

 

• Associate degree with a minimum of 3 years of experience in a customer-facing support role (customer service, technical support, inside sales, etc.). Will consider 5+ years of experience in lieu of a degree.
• Proficient typist (40+ words per minute).
• Customer Relationship Management (Salesforce) and Enterprise Resource Planning systems experience a plus.

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