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

Qualifications:
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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