Customer Care Representative

JELD-WEN is currently seeking a Customer Care Representative to join our growing team.

The Opportunity

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

This position is in-office in Oceanside, CA. 

What You Will Do
•    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 (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 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.
•    Other duties may be assigned.

Who You Are
•    High School Diploma.
•    Intermediate skill in Microsoft Office applications.
•    1-2 years customer service experience with manufacturing products.
•    2-3 years related experience and/or training.

How You Stand Out
•    Ability to handle escalated customer service situations.
•    Ability to manage escalations and resolve problems in a timely manner.
•    Passionate about providing an exceptional customer experience.
•    Ability to quickly learn new software, systems, processes, and our products.
•    Strong communication skills (verbal and written).
•    Customer Relationship Management (CRM) or Systems, Applications, and Products (SAP) experience a plus.

About JELD-WEN Holding, Inc. 

JELD-WEN Holding, Inc. (NYSE: JELD) 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. Based in Charlotte, North Carolina, the company operates across North America and Europe. Our associates are dedicated to bringing beauty and security to the spaces that touch our lives through our market-leading product brands across the world. The JELD-WEN family of brands includes JELD-WEN® worldwide, LaCantina® and VPI™ in North America, and Swedoor® and DANA® in Europe. For more information, visit corporate.JELD-WEN.com or follow LinkedIn.

JELD-WEN has been named by Forbes as one of ‘America’s Best Employers’ and by Newsweek as one of the ‘World’s Most Trustworthy Companies’. 

What We Offer

Investing in People is one of our Core Values, we strive to attract & retain great people! As such, JELD-WEN offers competitive compensation & benefits packages. Employees (and their families) are covered by medical, dental, vision, and basic life insurance. Employees will accrue up to 15 days’ vacation leave annually and receive ten paid holidays throughout the calendar year. Employees can also enroll in the following company benefit programs including, 401k Retirement Savings Plan, Prescription Drug Plan, Flexible Spending Account (FSA), Health Reimbursement Account (HRA), Employee Assistance Program (EAP), Tuition Reimbursement, and Employee Discount Program. 

Expected pay for this role is between $19.76 to $27 per hour and is based on experience and qualifications. 

JELD-WEN is an equal employment opportunity employer and does not tolerate discrimination, harassment, and/or retaliation based on individuals’ physical traits, beliefs, and/or other characteristics that are protected under applicable laws. 

JELD-WEN does not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services.