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Customer Service Representative in Sacramento, CA at Milgard Windows & Doors

Date Posted: 4/4/2019

Job Snapshot

Job Description

Job Description

SUMMARY OF POSITION:

The Service Coordinator provides superior customer service support for all dealers and homeowners regarding service and warranty issues on Milgard products.  Schedules two or three Service Technicians within a geographic region to perform warranty and service repairs.  This position requires the Service Coordinator to be on the phone a minimum of  90% of the time.

KEY DUTIES & RESPONSIBILITIES:

  • Provides quality customer service and customer care in support for Milgard customer base.
  • Processes and reviews service requests in a timely fashion.
  • Coordinates effectively with Milgard external and internal customers regarding product and business issues.
  • Supports the customer service process by working extensively with Outside Service Technicians, Production personnel, and Scheduling. Occasional interface with Outside Sales Representatives.
  • Processes paperwork, service order entries, and other miscellaneous office tasks for assigned Service Technicians.
  • Follows up with customer questions and concerns with a sense of urgency.
  • Schedules and dispatches Service Technicians; provides routing and scheduling information manually as needed.
  • Incorporates Milgard’s visions and values into day-to-day activities and behaviors; guides and motivates others to remain committed to the Milgard philosophy.
  • Communicates with and treats all departments, company personnel and customers with courtesy, integrity, respect and professionalism.
  • Adheres to all facets of safety policies and procedures.
  • Creates and executes MPS objectives, meeting MPS commitments and working within the guidelines of MPS; reflects Milgard business values and the Milgard philosophy in all business interactions.

    The above statements are intended to describe the general nature and level of the work being performed by employees in this position.  This not intended to be an exhaustive list of all responsibilities.

    EXPERIENCE REQUIRED:

  • Minimum of three (3) to five (5) years’ relevant experience in customer service utilizing an enterprise system, preferably in a windows manufacturing environment.
  • Significant experience in a fast-paced environment, juggling multiple tasks effectively.
  • Call Center Experience highly preferred.
  • Experience working in a quota and deadline-driven environment.
  • Relevent experience coordinating and cooperating with multiple departments.
  • Previous window sales and/or customer service preferred.
  • Previous routing/scheduling for field employees preferred.

    EDUCATION/LICENSES/CERTIFICATION/FORMAL TRAINING:

  • High School diploma or GED
  • Some college preferred

    ESSENTIAL ABILITIES:

  • Read, write and understand the English language.
  • Work independently, at times under pressure.
  • Sense of urgency; meeting of deadlines.
  • Ability to maintain composure while multi-tasking and responding to urgent issues.
  • Ability to prioritize effectively and re-prioritize as necessary.
  • Excellent customer service skills; ability to handle difficult situations with tact and diplomacy.
  • Ability to resolve customer issues in a timely and effective manner.
  • Possess effective critical thinking and decision-making skills.
  • Ability to be resourceful in the absence of immediate assistance.
  • Ability to handle last-minutes changes with a high degree of professionalism.
  • Proven ability to work with multiple departments in order to reach desired outcome.
  • Computer literacy and ability to learn new computer software programs.
  • Competency with MS Office required; excellent data entry skills required.
  • Experience using programs such as HFA, AS400, Salesforce, and Streets & Trips desired.
  • Excellent written and oral communication skills; strong organizational skills and attention to detail.

    Physical Requirements

  • Prolonged sitting and terminal use (up to 90% of the time)
  • Full-time work schedule (Monday – Friday) with some overtime and Saturdays depending on business needs
  • Minimal lifting of office equipment and supplies
  • May be required to frequently lift up to 30 lbs
  • Hand dexterity and strength

    WORK ENVIRONMENT:

  • Work performed indoors in a climate controlled environment
  • Call center environment, up to 90% of the time spent on the phone

    Milgard does not tolerate discrimination of any type, and offers equal employment opportunity to all qualified persons without regard to race, color, religion, sex, natural origin, age, disability or medical condition, sexual orientation, marital status, veteran status or any other considerations made unlawful by Federal, State or local laws.  We believe in providing eligible and qualified employees with opportunities to advance.  Milgard is an at-will employer.

Shift

Full or Part Time

Full time

Milgard (the “Company”) is an equal opportunity employer and we want to have the best available persons in every job. The Company makes employment decisions only based on merit. It is the Company’s policy to prohibit discrimination in any employment opportunity (including but not limited to recruitment, employment, promotion, salary increases, benefits, termination and all other terms and conditions of employment) based on race, color, sex, sexual orientation, gender, gender identity, gender expression, genetic information, pregnancy, religious creed, national origin, ancestry, age, physical/mental disability, medical condition, marital/domestic partner status, military and veteran status, height, weight or any other such characteristic protected by federal, state or local law. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company regardless of where the employee is located and prohibits unlawful discrimination by any employee of the Company.

Milgard is an E-Verify employer. E-Verify is an Internet based system operated by the Department of Homeland Security (DHS) in partnership with the Social Security Administration (SSA) that allows participating employers to electronically verify the employment eligibility of their newly hired employees in the United States. Please click on the following links for more information.

E-Verify Participation Poster: English & Spanish
E-verify Right to Work Poster: EnglishSpanish

No visa sponsorship is available for this position, unless specified within the job description.