Customer Service Representative

About the Role

Currently, we are seeking a qualified Product Service Team Member to provide effective customer service for our Windows division in Medford, Wisconsin.

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
• Assist in resolving 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

Benefits

• Excellent low-cost health benefits (medical, dental, vision)
• Retirement plan with employer-paid contributions
• Paid vacation and 10 holidays
• Training and promotion from within
• 401(k) with Company Match
• Additional Retirement Contributions
• Company-paid Life Insurance

Pay

The general wage range for this position is $21–$28 per hour, depending on experience, skill, knowledge, and education.