Job Summary:
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. 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 Oracle Service Cloud) each time contact is made with customer and close file when job is completed
- Order needed parts for service tasks through Pella software programs
- Understand and proficiently use phone system as required
- 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
Job Type: Full-time
Pay: $16.00 - $18.00 per hour
Benefits:
- 401(k) matching
- Health insurance
- Paid time off
Experience level:
Weekly day range:
Work setting:
Ability to Relocate:
- Missoula, MT 59801: Relocate before starting work (Required)
Work Location: In person