Customer Service Representative

About this role

Responsibilities

• Gather information via incoming calls and emails to answer product and service questions
• Diagnose service issues, process service requests, and schedule appointments
• Update customer files in Pella Service System and close files when completed
• Research parts needed using resources to ensure accuracy
• Enter Pella Credit Requests for warranty parts
• Resolve customer complaints by engaging other departments
• Assist Service Technicians with scheduling, parts orders, and customer communications
• Process customer payments via credit card
• Schedule delivery methods for service parts
• Complete confirmation process for customers and follow up after service