Customer Service Representative Job at Pella Corporation in Geneva

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 full-time hybrid role requires a customer-focused attitude and timely, accurate handling of all customer service calls and requests. Typical schedule is Monday – Friday 8:00 am – 4:30 pm with on-site work for the first year before transitioning to a hybrid arrangement.

Benefits

• Medical, dental, and vision
• Health savings and flex spending plans
• Employee Assistance Program
• Company paid short/long term insurance
• Paid holidays
• Paid vacations and sick days

Responsibilities

• Gather information via incoming calls and emails to accurately answer questions regarding product and service issues.
• Diagnose service issues, process service requests, schedule service appointments based on product, time and labor requirements, provide quotes, and order necessary service parts.
• Research and troubleshoot product issues in a timely and accurate manner.
• Update customer files in the Pella Service System and close files when the job is completed.
• Research parts using resources such as subject matter experts to ensure accuracy of orders.
• Enter Pella Credit Requests (PCR) for warranty parts ordered.
• Understand and proficiently use the phone system as required.
• Resolve customer complaints by engaging appropriate departments (e.g., sales, order fulfillment, technical and corporate support).
• Assist Service Technicians with scheduling, parts orders, and customer communications.
• Process customer payments via credit card.
• Schedule delivery methods for service parts without a technician trip (e.g., USPS/FedEx).
• Complete confirmation process for appointments and follow up after events to assess service quality.
• Meet or exceed monthly metrics goals (CSR, quality, productivity) as established by the department.
• Promote and participate in continuous improvement activities in the department.

Qualifications

Education and Experience: Must have High School Diploma or GED. AA or technical degree preferred. 0-2 years of 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. Ability to learn Pella proprietary software (e.g., PQM, POETS, OMS).

Communication Skills: Excellent verbal and written English, good public relations and customer service skills. Ability to interpret and explain documents such as sales processes or product specifications. Strong phone and email etiquette and professional attitude with customers and coworkers.

Professional Skills: Team player, proactive, self-disciplined, and able to follow through on projects. Strong attention to detail, organizational skills, prioritization, and ability to meet deadlines. Build trust and respect with customers and colleagues. Present a neat appearance and effectively resolve conflicts.

Mathematical Skills: Ability to perform basic calculations and understand proportions, percentages, and measurements as needed for business tasks.

Physical Demands: Standard office environment; ability to stand, walk, type, and communicate; occasional lifting up to 10 pounds. Reasonable accommodations may be made for individuals with disabilities. May work varying hours based on business needs.

Work Environment: Typical office setting with moderate noise; occasional access to warehouse areas.

About Us

Pella Corporation is a leading national window and door brand founded in 1925. With 18 manufacturing locations and over 10,000 team members in the U.S. and Canada, Pella is known for innovation and design and has been recognized by Newsweek, Forbes, Glassdoor, and other outlets for workplace excellence and diversity. We offer growth opportunities and development through talent programs and cross-functional experiences.