Customer Service Representative

Gunton Corporation-posted 5 months ago
Full-time • Entry Level
Monroeville, PA
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Build a knowledge base on Pella products and components, the issues that affect our product's operation, and our warranties based on product brand, vintage, and application. Create value on services, through accurate diagnosis and the efficient use of resources to ensure a very satisfied customer.

  • Develop extensive product knowledge, process, and the ability to navigate the following software: Pella Order Management System, Pella Direct Quoting System, Pella Order Entry Transmission System, Customer Service Module, and the Pella Electronic Reference Library.
  • Develop and maintain trusting relationships and communication with peers, the management team, and internal and external customers, enhancing the ability to provide outstanding customer service.
  • Qualify, initiate, and manage service events (i.e., equipment, time, parts, and manpower required to complete a service order on the first trip).
  • Manage Service Technician schedules to lower drive time and increase service time thus maximizing the average number of service calls (trips) that a technician can complete daily.
  • Set customer expectations regarding warranty and payment.
  • Use professional customer service skills to defuse emotional situations and reach resolution.
  • Through teamwork, meet customer expectations by coordinating service needs to earn a rating of Very Satisfied from the customer.
  • Exhibit the highest standard of personal ethics at all times and adhere to all Gunton Corporation policies.
  • Develop extensive product knowledge and process.
  • Ability to navigate various Pella software systems.
  • Strong communication skills to maintain relationships with peers and customers.
  • Ability to manage service events effectively.
  • Skills in scheduling to optimize service technician efficiency.
  • Professional customer service skills.
  • College degree or work equivalency.
  • Customer service experience.
  • Past call-center or sales experience.
  • No Overnight Travel
  • Small Geographical Territories
  • Paid Training
  • Vehicle Allowance
  • Phone and Laptop
  • Paid Vacation
  • Insurance (Health, Vision, Dental, Life)
  • Flexible Spending Account
  • 401(k)
  • Profit Sharing
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