Customer Service Representative

Pella Windows and Doors by Gunton Corporation • Bedford Heights, OH

3d • Onsite

About The Position

Work closely with the customers and service team to ensure the timely, accurate, and complete resolution of all customer’s expectations, providing high-quality products and delivering a World Class Customer Experience. The candidate will build a knowledge base on Pella products and components, our warranties, and common issues that affect our products operation.

Requirements

• Candidates must be able to work in office out of our Bedford Heights, Ohio location
• Previous customer service experience

Nice To Haves

• College degree
• Construction background with window & door replacement knowledge

Responsibilities

• 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.
• Perform additional responsibilities assigned by your manager.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed