Customer Service Representative

Gunton Corporation; Bedford, Northern (OH, KY); Hybrid; USD 38,000 - 46,000; Full time

Job summary

Gunton Corporation in Bedford Heights, Ohio is seeking a Customer Service Specialist to collaborate with customers and the service team to ensure timely, accurate resolution of expectations and to deliver high-quality products and a World Class Customer Experience.

You will develop extensive product knowledge on Pella systems and components, manage service events, schedule technicians to maximize daily calls, and set expectations regarding warranties and payments while maintaining strong

Qualifications

• Previous customer service experience.
• College degree preferred.
• Construction background with window and door replacement knowledge is a plus.

Responsibilities

• Work closely with customers and service team to ensure timely, accurate resolution of expectations.
• Build knowledge base on Pella products, warranties, and common issues.
• Qualify, initiate, and manage service events and coordinate technicians.
• Set customer expectations regarding warranty and payment, and defuse difficult situations.
• Maintain relationships with peers, management, and customers to deliver world-class service.

Skills

Customer service experience

Education

College degree

Tools

Pella OMS

Pella Direct Quoting

Pella Order Entry Transmission System

Customer Service Module

Pella Electronic Reference Library

Job description

Description

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. The candidate will build a knowledge base on Pella products and components, our warranties, and common issues that affect our products operation.

GENERAL RESPONSIBILITIES

• Candidates must be able to work in office out of our Bedford Heights, Ohio location
• Develop extensive product knowledge, process, and the ability to navigate the following software: Pella Order Management System, Pella Direct Quoting System, Pella Order Entry Transmission System, Customer Service Module, and the Pella Electronic Reference Library.
• 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.
• Set customer expectations regarding warranty and payment.
• 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.
• Perform additional responsibilities assigned by your manager.

REPORTING RELATIONSHIP

Reports to Customer Service and Support Manager or Customer Support Supervisor.

MINIMUM QUALIFICATIONS

• Previous customer service experience

PREFERRED QUALIFICATIONS

• College degree
• Construction background with window & door replacement knowledge

Gunton Corporation is pleased to be an equal employment employer. Decisions concerning employment, transfers, and promotions are made upon the basis of the best qualified candidate without regard to color, race, religion, national origin, age, sex, sexual orientation, marital status, ancestry, status as a disabled or Vietnam era veteran or any other characteristic protected by law.