Customer Service Specialist

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

 

The Opportunity

 

The Customer Service Specialist works in a fast paced, high volume call center and is responsible for receiving and resolving customer inquiries in a timely manner.

This is a remote position.

 

What You Will Do

 

• Develop a thorough understanding of JW products, operations, websites and literature to add value to and assist customers.
• Address customer inquiries that come into the customer service department by phone, web, email, mail, fax, chat, or social media by providing courteous and prompt responses.
• Process basic order requests per departmental guidelines (i.e., change orders).
• Maintain a thorough understanding of the JELD-WEN customer(s) and their needs to professionally resolve and/or manage customer situations with a goal of first contact resolution.
• Escalate non-routine issues outside of knowledge scope to appropriate supervisor/manager.
• Interpret warranty conditions and issues.
• Update management on customer developments/issues.
• Use appropriate data systems to track contacts and inquiries.
• Interface with the proper facility to bring resolution to customer issues.
• Report to department manager any areas that do not meet service expectations.
• Assist department manager with departmental process improvements.
• Other duties may be assigned.

 

Who You Are

 

• Associate degree from an accredited institution required (years of experience will be considered); bachelor's degree preferred.
• 2-3 years related experience and/or training.
• Intermediate skill in Microsoft Office applications.

 

How You Stand Out

 

• Ability to handle escalated customer service situations.
• Ability to manage escalations and resolve problems in a timely manner.
• Ability to quickly learn new software, systems. or processes.
• Passionate about providing exceptional customer experience.
• Strong communication skills (verbal and written).
• Titan, Doclink, or SAP experience a plus.
• 2 - 3 years customer service experience with demonstrated product knowledge.

 

 

About JELD-WEN Holding, Inc. 

JELD-WEN is a leading global designer, manufacturer and distributor of high-performance interior and exterior doors, windows, and related building products serving the new construction and repair and remodeling sectors. Headquartered in Charlotte, N.C., the company operates facilities in 16 countries in North America and Europe and employs approximately 18,000 people. Since 1960, the JELD-WEN team has been committed to making quality products that create safe and sustainable environments for customers, associates and local communities. The JELD-WEN family of brands includes JELD-WEN® worldwide; LaCantina™ and VPI™ in North America; and Swedoor® and DANA® in Europe. For more information, visit jeld-wen.com.

In 2022, Newsweek named JELD-WEN as one of America’s Most Trustworthy Companies. 

What We Offer

Investing in People is one of our Core Values, we strive to attract & retain great people! As such, JELD-WEN offers competitive compensation & benefits packages. Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees will accrue up to 15 days’ vacation leave annually and receive ten paid holidays throughout the calendar year. Employees can also enroll in the following company benefit programs including, 401k Retirement Savings Plan, Prescription Drug Plan, Flexible Spending Account (FSA), Health Reimbursement Account (HRA), Employee Assistance Program (EAP), Tuition Reimbursement, and Employee Discount Program. 

Expected pay for this role is between $21.92 to $36.54 per hour and is based on experience and qualifications. 

JELD-WEN is an equal employment opportunity employer and does not tolerate discrimination, harassment, and/or retaliation based on individuals’ physical traits, beliefs, and/or other characteristics that are protected under applicable laws. 

JELD-WEN does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.