Summary: The Customer Service Representative II works in a fast paced, high volume call center and is responsible for receiving and resolving customer inquiries in a timely manner.
Essential Duties and Responsibilities include the following. Other duties may be assigned.
Develop a thorough understanding of JW products, operations, websites and literature to add value to and assist customers
Address customer inquiries that come into the customer service department by phone, web/email, mail, fax, chat or Social Media by providing courteous and prompt responses
Process basic order requests per departmental guidelines (i.e. change orders)
Maintain a thorough understanding of the JELD-WEN customer(s) and their needs to professionally resolve and/or manage customer situations with a goal of first contact resolution
Escalate non-routine issues outside of knowledge scope to appropriate supervisor/manager
Interpret warranty conditions and issues
Update management on customer developments/issues
Use appropriate data systems to track contacts and inquiries
Interface with the proper facility to bring resolution to customer issues
Report to department manager any areas that do not meet service expectations
Assist department manager with departmental process improvements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Associate degree from an accredited institution required (years of experience will be considered); Bachelor's degree preferred
2 - 3 years related experience and/or training
Intermediate skill in Microsoft Office applications
Ability to handle escalated customer service situations
Ability to manage escalations and resolve problems in a timely manner
Passionate about providing the exceptional customer experience
Ability to quickly learn new software, systems or processes
Strong communication skills (verbal and written)
Titan, Doclink, or SAP experience a plus
2 - 3 years Customer Service experience with demonstrated knowledge of JW products or systems preferred
JELD-WEN is an equal opportunity employer, committed to providing an environment free from all forms of unlawful discrimination. To ensure the safety and health of our employees, JELD-WEN maintains a drug-free work environment.