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 partsMust research and troubleshoot product issues from customer in an accurate and timely mannerUpdate customer files (electronic files in Pella Service System) each time contact is made with customer and close file when job is completedResearch 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 orderedUnderstand and proficiently use phone system as requiredResolve 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 cardSchedule 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 obtainedMeets or exceeds monthly metrics goals, including CSR, quality, and productivity goals as established by departmentPromotes and facilitates continuous improvement activities in the departmentSkills/Knowledge:Provide superb customer service Completes work in a timely and accurate mannerEnjoys working in fast-paced environment with a high sense of urgencyConfident in ability to resolve customer issues Seeks out internal experts and utilizes their knowledgeCommitted to following established processes Focused on details and follow throughProficiency with Microsoft Office and ability to learn internal software programs and applicationsQualificationsTo 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 ExperienceMust 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 SkillsProficiency 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 SkillsExcellent 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 from others, and respond appropriately to questions from customers, coworkers and managers. Must display excellent phone and email etiquette. Must be able to present appropriate attitude for the situation when interacting with customers or coworkers. Professional SkillsMust be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines. Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance. Must be able to investigate issues and resolve conflict in the best interests of the business and our customers. Mathematical SkillsAbility to subtract two-digit numbers and to multiply and divide with 10s and 100s. Ability to perform calculations using units of money, time, measurement, etc. Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth. Ability to apply basic concepts of algebra, geometry and general business math.Physical DemandsWhile performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Time commitment required of this position will vary based on business needs. Work EnvironmentWork environment with this job primarily includes the typical office environment. The noise level of this job is typically moderate. Employees in office positions may occasionally enter warehouse work areas.