The Service Administrator will be responsible for providing excellent customer service to internal and external clients.
Ability to learn and understand Western's field service processes including order entry and backorder processes Provides exceptional customer service to inside and outside clients Works with outside dealers with understanding Western's quoting and ordering process Processes customer service orders through proprietary software application Maintains phone and electronic mail communication with Dealers and Homeowners Responsible for being the first point of contact for the incoming customer/dealer calls from the front desk, and following up as necessary Responsible for the email – answering incoming messages within 1 business day with helpful and accurate information, and maintaining a good customer experience Responsible for monitoring email – answering the incoming message within 1 business day, compiling the given information into the tech request accurately, sending the request to the designated tech within 1 business day, receiving the executed report from the tech and editing for any grammar mistakes then filing the report with the appropriate name and in the correct folder within 1 business day, sending a copy to the dealer representative that requested the service care, and ordering any necessary parts requested by the tech to complete the service care step Responsible for the reordering of reported stock out materials as notified Responsible for the processing of completed jobsite reports from the field technicians within 1 business day - this includes: editing the reports for grammar mistakes, filing them with the appropriate names in the correct folders, sending a copy of the filed reports to the dealer and salesperson, removing the entry from the tech spreadsheets, and completing the open ticket out of the service module if applicable Install Training Coordination – when install training for service is scheduled, responsible for reserving hotel rooms for dealers and customers; planning the meals and ordering the catering; reserving tables at restaurants; reserving the rental vans for transportation; and keeping track of all invoices Responsible for the backorder report and notifying dealers of backorders as they are reported Microsoft Office (Word, Excel, & PowerPoint) 2-3 Year of Customer Service Experience At PGT Innovations, we may build and support high-quality, innovative windows and doors, but every day holds opportunities for us to do so much more – from building stronger teams through leading, supporting, mentoring, and collaborating, to fostering better relationships with our customers.
WHY WE'RE DIFFERENT Every day we look for opportunities to grow and achieve greatness – together.
This isn't an "everyone for themselves" environment. Here, we look out for each other. We help each other. We prop each other up during challenging times.
Because inventing, building, and delivering the future of windows and doors is not a one-person job. It takes all of us.
Our collaborative group. Our understanding family. Our strong team. Working together to inspire greater opportunity for our customers, our community, and our team members.
WHAT WE OFFER Competitive compensation Career advancement opportunities Medical coverage Dental coverage Tuition reimbursement Employee stock purchase plan 401k matching Profit sharing Paid time off Volunteer time off PGT Innovations is an equal opportunity employer. Applicants are considered for positions without regard to race, color, creed, national origin, ancestry, religion, sex, sexual orientation, gender identity or expression, age, mental or physical disability, marital/family/caregiver status, genetic information, military or veteran status, citizenship or any other characteristic protected by federal, state or local low. PGT Innovations also prohibits harassment of applicants or employees based on any of these protected categories.
