Customer Service Representative

The Pella Urbandale location is seeking an experienced Customer Service Representative (CSR).  This position is responsible for providing quality customer service to internal and external customers daily via telephone, email, web service request, fax, or in-person communication. Our CSR team ensures 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.  This is a full-time onsite role with a traditional weekday work schedule Monday - Friday 8am-4:30pm.

Pella Family of Brands offers the following benefits:
•    Company sponsored benefits that include healthcare, dental, and vision plans 
•    Company paid life insurance
•    Company paid short/long term disability insurance
•    Paid vacation
•    Paid sick and personal days
•    9 paid holidays
•    Generous 401(k) plan with 4% company match
•    Tuition assistance
•    Employee discount

The target pay range for this role is $20 - $23/hr., with eligibility to receive other supplemental earnings such as over-time. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, experience, specific work geography, as well as internal equity and alignment with market data.
 

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,