Customer Service Representative

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.  This is a hybrid position reporting to the Parsippany regional office Monday - Wednesday and working from home Thursday - Friday.  The work schedule is Monday - Friday 8am-5pm.

What Pella has to offer:

• Typical pay rate range is $22 - $26/hour.  Actual pay rate is based on several factors including experience, and skill set.
• Paid Time Off, accrued 2 hours per week and do not expire
• 9 Paid Holidays
• 40 hours of paid sick/personal leave 
• 401k plus 4% company match
• Medical, dental, and vision plan 
• Health savings and flex spending plans
• Company paid life insurance
• Company paid short/long term disability insurance
• Employee Assistance Program
• Tuition reimbursement
• Professional development/growth opportunities

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 in Salesforce 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 custo