Job description

Pella Corporation, an innovative, dynamic, growing company is now looking for a Customer Service Representative at our Warrenville office location. Pella provides a fast paced, fun, and respectful work environment. CSR’s must be patient and efficient while completing tasks with attention to detail.

The CSR position 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. The CSR needs to have the ability to diagnose and troubleshoot mechanical issues over the phone. Assigned teams and tasks will vary based on business necessity.

Job Responsibilities:

• Primary job responsibility is to gather information from the customer in order to properly answer any and all questions regarding product and service issues.
• Answer in-bound customer calls and schedule service appointments based on customer product, time and labor requirements; provide quotes to customers; process service requests while ensuring that all customer and product specifications are accurate
• Must research and troubleshoot product issues from customer in an accurate and timely manner
• Update customer files (electronic files in Pella Service Module) each time contact is made with customer and close file when job is completed
• Order needed parts for service tasks through Pella software programs
• Resolve customer complaints regarding product and service, engaging other departments when needed (i.e. sales, shipping, technical and administrative staff)
• Assist Service Technicians with daily issues including scheduling, parts orders, directions, customer communications, etc.
• Process customer payment via credit card
• Schedule delivery method for non-service related products (i.e. USPS/Fed Ex)
• Complete notification cards to 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

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

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.

Company Summary:
Pella Corporation is an innovative leader in creating a better view for homes and businesses by designing, testing, manufacturing and installing quality windows and doors for new construction, remodeling and replacement applications. Founded in 1925, Pella is a family-owned and professionally managed privately-held company, known for its history of innovation, making outstanding products, providing quality service and delivering on customer satisfaction. Headquartered in Pella, Iowa, the company is committed to incorporating new technologies, increasing productivity, and practicing environmental stewardship.

We offer:

• Competitive hourly rate
• Full Benefits package including Medical, Dental, 401K and Profit Sharing plans, and paid time off
• Positive, supportive, and fun team environment

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Warrenville, IL 60555: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Customer service: 1 year (Preferred)
• Call center: 1 year (Preferred)
• technical troubleshooting: 1 year (Preferred)

Work Location: In person

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