Customer Service Representative

Position Overview:  

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 

 

Qualifications: 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job.   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.).   

 

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, gather information