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Customer Care Rep 1

Company: JELD-WEN, Inc.
Location: Oceanside
Posted on: November 22, 2021

Job Description:

Summary: The LaCantina Customer Care Representative is tasked with supporting our company's commitment to provide world-class, after-sales service. The CCR will support this initiative by serving as the primary point of contact for the dealers that file warranty claims. CCR's are required to communicate directly with these customers to ensure each claim is resolved in a timely and satisfactory manner.

Essential Duties and Responsibilities include the following. Other duties may be assigned:

  • Acknowledge receipt of all claims received via phone and email upon receipt
  • Initiate and maintain accurate service records for all qualifying incidents
  • Create service parts orders and chargeable service parts orders
  • Create field service dispatches as needed
  • Schedule dispatches and inform customer of appointment dates
  • Generate and provide customers with quotes for chargeable services
  • Troubleshoot and advise customers on service related claims and/or product information.
  • Maintain frequent communication with customers concerning the progress of their claim
  • Ensure a timely and satisfactory resolution for all incidents of customer dissatisfaction
  • Maintain a thorough understanding of all LaCantina warranties past and present
  • Negotiate win/win scenarios for all out of warranty service claims
  • Develop and maintain resources necessary for identifying and ordering obsolete parts
  • Familiarize oneself with the history and progression of our product lines
    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.
    • 2 - 3 years related experience and/or training
    • High School Diploma
    • 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, processes and our products
    • Strong communication skills (verbal and written)
    • CRM or SAP experience a plus
    • 1 - 2 years Customer Service experience with manufacturing products

Keywords: JELD-WEN, Inc., Oceanside , Customer Care Rep 1, Other , Oceanside, California

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