Customer Service Representative

Pella Windows and Doors by Gunton Corporation; Oakwood (OH); On-site; USD 35,000 - 42,000; Full time

Job summary

Gunton Corporation, operating as Pella Windows and Doors by Gunton Corporation, is seeking a customer service representative in Bedford Heights, OH. You will work closely with customers and the service team to ensure timely, accurate resolutions and deliver a world-class customer experience.

You will develop extensive product knowledge of Pella systems, participate in service event planning, and coordinate technician schedules to maximize daily calls.

Qualifications

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

Responsibilities

• Work in Bedford Heights, OH and support service team to resolve customer expectations
• Develop knowledge of Pella products, warranties, and common issues
• Qualify, initiate, and manage service events (parts, time, manpower)
• Coordinate technician schedules to maximize service calls
• Set customer expectations regarding warranty and payment
• Defuse difficult situations with professional customer service
• Collaborate with team to achieve Very Satisfied customer rating
• Perform additional duties as assigned by manager

Skills

Customer service

Communication

Problem solving

Education

College degree

Tools

Pella Order Management System

Pella Direct Quoting System

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.