Customer Service Representative II

Jeld-Wen Hawkins , WI 54530

Posted 3 weeks ago

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.

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Customer Service Representative II