Customer Service Representative - Parsippany, United States - Pella Windows and Doors

Pella Windows and Doors

Verified Company

Parsippany, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Responsibilities/Accountabilities (include but are not limited to):

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 (electronic files in Pella Service System) each time contact is made with customer and close file when job is completed
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 fastpaced 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

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:_
Computer Skills:_
Communication Skills:_
Professional Skills:_

Must 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 Skills:_
Physical Demands:_

While 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 Environment:_

Work 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.

PWD-NJ/NY, LLC. provides a working environment free of discrimination and harassment. PWD-NJ/NY, LLC.

treats all persons equally, regardless of race, color, sex, religion, national origin, age or disability, as each is protected under federal law.

States in which PWD-NJ/NY, LLC. operates have laws protecting classifications of Team Members not necessarily protected under federal law. Therefore, PWD-NJ/NY, LLC.

also treats all persons equally, regardless of political affiliation and belief, pregnancy, national origin, age, creed, marital status, military status, sexual orientation, gender identity, genetic background or genetic information provided, mental disorder, veteran status, ancestry, or handicap as each category is protected under a municipal ordinance or state law.

Pay:
From $20.00 per hour

Benefits: