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Customer Care Representative

Date: Jun 5, 2021

Location: Stayton, OR, US, 97383

Company: Jeld-Wen Inc.

OUR COMPANY

JELD-WEN (NYSE:JELD), founded in 1960, is one of the world’s largest door and window manufacturers, with more than 22,000 employees operating in 24 countries globally. Headquartered in Charlotte, North Carolina, JELD-WEN designs, produces and distributes an extensive range of interior and exterior doors, wood, vinyl and aluminium windows and related products for use in the new construction and repair and remodelling of residential homes and non-residential buildings. 
Our products and services afford us the opportunity to enter peoples’ workplaces, homes and daily lives. With this privilege comes great responsibility to ensure that the products we deliver are reliable and enrich the places and lives that they touch. We bring beauty and security to the spaces that touch our lives.

We act with integrity, invest in people, inspire through innovation, deliver on our promises and improve every day. We are seeking talented individuals who share this purpose and values and want to excel in their field of expertise. We offer excellent benefits, a collaborative environment in which to apply your talent and a dynamic and growing company, with exceptional career progression opportunities.

Summary: The JELD-WEN Customer Care Representative I (CCR I) is tasked with supporting

our company’s commitment to provide world-class, after-sales service. The CCR I will support

this initiative by serving as the primary point of contact for the end-users of our products who

have experienced any incident of customer dissatisfaction. CCR I’s are required to

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 via phone, fax, EPC 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 issues 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 JELD-WEN 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.

 

· Associate degree or 2-3 years equivalent Contact Center experience.

· 2 - 3 years related experience and/or training

· 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 or processes

· Strong communication skills (verbal and written)

· Titan, Doclink, or SAP experience a plus

· 1 - 2 years Customer Service experience with demonstrated knowledge of JW products or

systems preferred

JELD-WEN is an Equal Employment Opportunity employer and does not discriminate against any applicant for employment or employee on the basis of race, color, religious creed, gender, age, marital status, sexual orientation, gender identity, national origin, disability, veteran status or any other classification protected by applicable discrimination laws.

Unless explicitly requested or approached by JELD-WEN, the company will not accept unsolicited resumes from headhunters, recruitment agencies, or fee-based recruitment services


Nearest Major Market: Salem