Customer Service Representative

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 position is responsible for ensuring all customer service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer‑focused attitude. Assigned teams and tasks will vary based on business necessity.

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

• Gather information via incoming calls and emails from customers and quickly, professionally, and accurately answer any and all questions regarding product and service issues.
• 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.
• 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.
• Research parts needed using resources such as subject matter experts, PERL, etc., to ensure parts ordered for services tasks are accurate.
• 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 (e.g., 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 (e.g., 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:

• Completes work in a timely and accurate manner.
• Enjoys working in a fast‑paced 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.
• Proficiency with Microsoft Office and ability to learn internal software programs and applications.

Qualifications

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.

Must have High School Diploma or GED. AA or Technical degree preferred, 0‑2 year’s 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.

Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint software applications. Will be expected to develop proficiency in Pella proprietary software (e.g., PQM, POETS, OMS, etc.).

Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills. Ability to read, interpret, understand, and explain documents such as sales processes, product specifications, or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers, and managers. Must display excellent phone and email etiquette.

Must be able to present appropriate attitude…