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.

 

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 JW 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)
• CRM (Salesforce) and ERP systems experience a plus

 

How You Stand Out

 

• Passionate about providing an exceptional customer experience.
• Strong phone presence & listening skills.
• Must be proficient with MS Office (Outlook, Word, Excel)
• Ability to self-motivate and work independently while working in a team environment.
• Comfortable in a fast-paced environment welcoming change and growth.
• Ability to manage escalations and resolve problems in a timely manner.
• Ability to quickly learn new software, systems, processes, and our products.
• Ability to process a high volume of transactions with proficiency, accuracy, and integrity.
• Proficient organizational and time management skills to multi-task and prioritize multiple customer demands simultaneously.
• Excellent interpersonal skills demonstrated through written and verbal communication.
• Excellent problem-solving skills.
• Exhibits product technical skills.

Who We Are

 

Headquartered in Charlotte, NC,  JELD-WEN is a leading global manufacturer of high-performance interior and exterior building products, offering one of the broadest selections of windows, interior and exterior doors, and wall systems. JELD-WEN delivers a differentiated customer experience, providing construction professionals with durable, energy-efficient products and labor-saving services that help them maximize productivity and create beautiful, secure spaces for all to enjoy. The JELD-WEN team is driven by innovation and committed to creating safe, sustainable environments for customers, associates, and local communities. The JELD-WEN family of brands includes JELD-WEN® worldwide; LaCantina™ and VPI™ in North America; Swedoor® and DANA® in Europe; and Corinthian®, Stegbar®, and Breezway® in Australia.

 

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 & benef