Customer Service Rep/Product Service

Responsibilities

• Work with Service Manager, Inside Sales team members, customers, and sales representatives to initiate and schedule service events to completion.
• Communicate and coordinate service with customers, distributors, service contractors, and sales department.
• Partner with the sales team to meet and exceed customers' expectations of service.
• Assist customers with verbal and written technical guidance.
• Resolve complaints while recording details of inquiries, concerns, and/or complaints.
• Process service orders, warranty reorders, changes, and returns according to established departmental policies and procedures.
• Assist with training seminars.
• Work with service contractors to ensure insurance compliance within Sierra Pacific requirements.
• Process paperwork for subcontractors' invoices.
• Issue service contractors' work orders and guidance to resolve warranty field issues.
• Monitor service contractors' performance metrics.
• Monitor in-house metrics for service performance.

Qualifications

• 6 months' prior customer service experience preferred.
• Demonstrated window product knowledge.
• Working knowledge of e-Bid and AS400 order systems a plus.
• Excellent verbal and written communication skills.
• Proficient in Microsoft Outlook, Word, and Excel.
• High regard for accuracy.
• Dependable, self-motivated, and organized.