Hybrid Customer Service Pro: Fast, Friendly Help

Pella Windows & Doors of NJ and NY; Parsippany-Troy Hills (NJ); Hybrid; USD 30,000 - 36,000; Full time

Benefits offered by this job

Paid time off

9 Holidays

401k with company match

Medical, dental, and vision plan

Health savings and flexible spending

Company paid life insurance

Disability insurance

Employee assistance program

Tuition reimbursement

Professional development

Job summary

Pella Windows & Doors of NJ and NY is seeking a Customer Service Representative to deliver quality service via phone, email, and in-person interactions. This hybrid role reports to the Parsippany regional office with remote work Thu-Fri and in-office Mon-Wed, 8am-5pm.

Responsibilities include diagnostics, scheduling service, part orders, and Salesforce updates, with a focus on accuracy, timeliness, and customer satisfaction.

Qualifications

• Must have High School Diploma or GED; AA/Technical degree preferred.
• 0-2 years customer service or general business experience preferred.
• Proficiency with Microsoft Word, Excel, Outlook and PowerPoint; develop proficiency in Pella proprietary software (PQM, POETS, OMS).

Responsibilities

• Gather information via calls and emails to answer questions on product and service issues.
• Meet customer needs by diagnosing service issues and scheduling service appointments.
• Research and troubleshoot product issues in a timely manner.
• Update customer files in Salesforce after each contact and close the file when the job is completed.
• Research parts needed using resources to ensure accurate parts ordering.
• Enter Pella Credit Requests (PCR) for warranty parts.
• Use phone system proficiently.
• Resolve customer complaints with cross-department collaboration.
• Assist Service Technicians with scheduling and parts orders.
• Process customer payments via credit card.
• Schedule delivery methods for service parts without a technician trip.
• Confirm appointments and follow up after service to measure satisfaction.
• Meet or exceed monthly CSR, quality, and productivity targets.
• Promote continuous improvement in the department.

Skills

Customer service

Time management

Issue resolution

Communication

MS Office

Internal software

Education

High School Diploma or GED

AA or Technical degree preferred

0-2 years customer service/ general business

Tools

Salesforce

Microsoft Office

Pella software PQM/POETS/OMS

Job description

Pella Windows & Doors of NJ and NY is seeking a Customer Service Representative to deliver quality service via phone, email, and in-person interactions. This hybrid role reports to the Parsippany regional office with remote work Thu-Fri and in-office Mon-Wed, 8am-5pm.

Responsibilities include diagnostics, scheduling service, part orders, and Salesforce updates, with a focus on accuracy, timeliness, and customer satisfaction.