Customer Service Representative

General Responsibilities

• 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.
• Build a knowledge base on Pella products and components, our warranties, and common issues that affect our products operation.
• 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.
• 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.

Minimum Qualifications

• Previous customer service experience
• College degree
• Construction background with window & door replacement knowledge