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Company

JELD-WEN, Inc. · 10 hours ago

Customer Service Assistant

Colorado, United States

Full-time

Remote

Entry Level

$16/hr - $19/hr

3+ years exp

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Responsibilities

Serve as the first point of contact by addressing customer inquiries that come into the customer experience department by phone, web, email, or social media.

Identify and determine the best solution by problem-solving, and performing research by interfacing with manufacturing, operations, product management, logistics, and sales to provide the highest level of service to bring resolution to the customer’s inquiries.

Contact customers through verbal and written communication concerning delivery issues, such as material shortages, incorrect shipments, lost material, and product availability.

Monitor the status of requested work, prepare customized correspondence as necessary, and make outbound calls as requested.

Advocate on customers’ behalf to ensure high levels of customer satisfaction.

Facilitate call escalation for clients whose requests are not being met within established service timeframes. Practice de-escalation techniques to enhance the overall experience.

Promote positive customer relations while maintaining the highest standards of ethics, quality, and professionalism.

Record in Salesforce; customer interactions, details of inquiries, or comments, as well as actions taken.

Support the sales team by developing and maintaining positive customer relations which can substantially affect product revenue(s).

Develop a thorough understanding of JELD-WEN products, operations, websites, and literature to add value to and assist customers.

Assist department manager with departmental process improvements.

Other duties may be assigned.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Technical supportSalesforceMS OfficeTyping (40+ WPM)Escalation managementProduct knowledge

Required

Associate degree with a minimum of 3 years of experience in a customer-facing support role (customer service, technical support, inside sales, etc.). Will consider 5+ years of experience in lieu of a degree.

Proficient typist (40+ words per minute).

CRM (Salesforce) and ERP systems experience a plus.

Strong phone presence & listening skills.

Must be proficient with MS Office (Outlook, Word, Excel).

Ability to self-motivate and work independently while working in a team environment.

Comfortable in a fast-paced environment welcoming change and growth.

Ability to manage escalations and resolve problems in a timely manner.

Ability to quickly learn new software, systems, processes, and our products.

Ability to process a high volume of transactions with proficiency, accuracy, and integrity.

Proficient organizational and time management skills to multi-task and prioritize multiple customer demands simultaneously.

Excellent interpersonal skills demonstrated through written and verbal communication.

Excellent problem-solving skills.

Exhibits product technical skills.

Preferred

Passionate about providing an exceptional customer experience.

Benefits

Medical, dental, vision, and basic life insurance

15 days’ vacation leave annually

Ten paid holidays throughout the calendar year

401k Retirement Savings Plan

Prescription Drug Plan

Flexible Spending Account (FSA)

Health Reimbursement Account (HRA)

Employee Assistance Program (EAP)

Tuition Reimbursement

Employee Discount Program

Company

JELD-WEN, Inc.

Glassdoor

3.1

JELD-WEN is a leading global designer, manufacturer and distributor of high-performance interior and exterior doors, windows, and related building products serving the new construction and repair and remodeling sectors.

Founded in 1960

Klamath Falls, Oregon, USA

10001+ employees