Customer Care Representative II

JELD-WEN, inc - Grinnell, IA3.3

The Customer Care Representative II (CCR II) is tasked with supporting our company’s commitment to provide world-class, after- sales service. The CCR II will serve as the primary point of contact for claims reporting incidents of customer dissatisfaction that are initiated by our Home Center partners. The CCR II will manage a specific region of dealer networks and communicate directly with these customers to ensure each incident 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 and email upon receipt.
Initiate and maintain accurate service records for all qualifying incidents.
Create service part orders (SPO’s) and chargeable service parts orders (CSP’s)
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 issues and/or product information
Maintain frequent communication with customers, sales representatives and our business partners to keep them informed of the progress of each claim
Ensure a timely and satisfactory resolution for all incidents of customer dissatisfaction that have been reported
Maintain a thorough understanding of the Home Center Customer Channels
Develop and maintain relationships with the appropriate JW call center contacts and key home center personnel
Become familiar with all procedures relating to the Home Center business (i.e. shipping to store locations, chargeable service to THD)
Work directly with the JELD-WEN sales team as necessary

Qualifications: 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
A minimum of 3 - 5 years related experience and/or training in warranty claims
Intermediate skill in Microsoft Office applications
Ability to handle escalated customer service situations
Ability to manage escalations and resolve problems in a timely manner
Demonstrated track record of working in a fast-paced environment
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