Customer Service Representative

GOEBEL FIXTURE COMPANY; Buffalo (NY); On-site; USD 28,000 - 30,000; Full time

Job summary

GOEBEL FIXTURE COMPANY in Buffalo, NY is seeking a Customer Service Representative to handle inquiries via phone, email, and in-person visits, ensuring timely, accurate, and courteous service.

Responsibilities include diagnosing issues, processing service requests, scheduling appointments, quoting parts and services, updating files, and collaborating with sales, orders, and technical staff to resolve problems and meet monthly metrics.

Qualifications

• Must have High School Diploma or GED with preferred AA or technical degree.
• 0-2 years of customer service or related experience preferred.
• Proficiency with Microsoft Word, Excel, Outlook and PowerPoint.
• Excellent verbal and written English communication skills.
• Ability to learn internal software programs and applications.

Responsibilities

• Gather information via calls and emails to answer questions on products and services.
• Diagnose service issues and process service requests; schedule appointments and provide quotes.
• Update customer files and close files when jobs are completed.
• Research parts using internal resources to ensure accurate orders.
• Assist service technicians with scheduling, parts orders, and customer communications.
• Process customer payments via credit card.
• Meet monthly metrics goals for CSR, quality, and productivity.

Skills

Customer service

Communication

Microsoft Office

Problem solving

Attention to detail

Team player

English proficiency

Education

High School Diploma

AA or Technical degree

Tools

Pella Service System

PQM

POETS

OMS

Job description

• Base Pay $20.00 - $22.00 / Hour
• Employee Type Full Time Non-Union
• Required Degree High school
• Manage Others No

Position Overview:

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) :

Primary job responsibility is to gather information via incoming calls and emails from customers in order to 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

Must 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 ( i.e. 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 ( i.e. 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 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 .

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 .

Computer Skills :

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

Communication Skills :

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 for the situation when interacting with customers or coworkers .

Professional Skills :

Must be a team player and exhibit a strong desire to learn and promote self-growth . Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion . Attention to detail is required . Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines . Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance . Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.

Mathe matical Skills:

Ability to subtract two digit numbers and to multiply and divide with 10s and 100 s. Ability to perform calculations using units of money, time, measurement, etc . Ability to calculate figures and amounts such as proportions, percentages, area, length, width, height, and depth . Ability to apply basic concepts of algebra, geometry and general business math.

Physical Demands:

While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear . The employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 10 pounds . Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus . Time commitment required of this position will vary based on business needs .

Work environment with this job primarily includes the typical office environment. The noise level of this job is typically moderate. Employees in office positions may occasionally enter warehouse work areas.

Equal Employment Opportunity (EEO) & Compliance

PWD-WNY is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, or genetic information. We comply with all federal and New York State employment regulations including the ADA, NYS Human Rights Law, Pay Transparency, and Paid Leave Laws.