{"id":1649407,"url":"https://alion.io/job/pella-customer-service-representative-2","title":"Customer Service Representative","company":{"id":1774105,"name":"Pella","domain":"pella.com","url":"https://alion.io/company/pella-com","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Oracle","truth_index":{"grade":"A","score":85,"open_postings":12,"ghost_share":0,"stale_share":0.583,"repost_share":0,"time_to_fill_p50_days":43,"computed_at":"2026-10-27T05:46:45Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Parsippany, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":22,"max":26,"currency":"USD","period":"hour","gross":null,"usd_annual":52000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"Salesforce","optional":false},{"name":"Outlook","optional":true}],"status":"live","first_seen_at":"2026-08-11T17:52:20Z","employer_posted_date":"2026-08-11","last_verified_at":"2026-10-28T02:16:34Z","board_verified":true,"closed_at":null,"days_open":77,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":77},"description":"The Customer Service Representative (CSR) is responsible for providing quality customer service to internal and external customers daily via telephone, email, web service request, fax, or in-person communication. This position is responsible for ensuring all customer service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude. This is a hybrid position reporting to the Parsippany regional office Monday - Wednesday and working from home Thursday - Friday. The work schedule is Monday - Friday 8am-5pm.\nWhat Pella has to offer:\nTypical pay rate range is $22 - $26/hour. Actual pay rate is based on several factors including experience, and skill set.\nPaid Time Off, accrued 2 hours per week and do not expire\n9 Paid Holidays\n40 hours of paid sick/personal leave \n401k plus 4% company match\nMedical, dental, and vision plan \nHealth savings and flex spending plans\nCompany paid life insurance\nCompany paid short/long term disability insurance\nEmployee Assistance Program\nTuition reimbursement\nProfessional development/growth opportunities\nResponsibilities/Accountabilities (include but are not limited to):\nPrimary job responsibility is to gather information via incoming calls and emails from customers in order to quickly, professionally and accurately answer any and all questions regarding product and service issues. \nMeet customer needs by diagnosing service issues; processing service requests; scheduling service appointments based on customer product, time and labor requirements; providing quotes to customers; ordering necessary service parts\nMust research and troubleshoot product issues from customer in an accurate and timely manner\nUpdate customer files in Salesforce each time contact is made with customer and close file when job is completed\nResearch parts needed using resources such as subject matter experts, PERL etc. to ensure parts ordered for services tasks are accurate. \nEnter Pella Credit Requests (PCR) for all warranty parts ordered\nUnderstand and proficiently use phone system as required\nResolve customer complaints regarding product and service, engaging other departments when needed (i.e. sales, order fulfillment, technical and corporate support staff)\nAssist Service Technicians with daily issues including scheduling, parts orders, directions, customer communications, etc. \nProcess customer payments via credit card\nSchedule delivery method for service parts without a technician trip (i.e. USPS/Fed Ex)\nComplete confirmation process for customers with time/date of appointment, and place calls to customers after event is completed to determine service level obtained\nMeets or exceeds monthly metrics goals, including CSR, quality, and productivity goals as established by department\nPromotes and facilitates continuous improvement activities in the department\nSkills/Knowledge:\nProvide superb customer service \nCompletes work in a timely and accurate manner\nEnjoys working in fast-paced environment with a high sense of urgency\nConfident in ability to resolve customer issues \nSeeks out internal experts and utilizes their knowledge\nCommitted to following established processes \nFocused on details and follow through\nProficiency with Microsoft Office and ability to learn internal software programs and applications\n Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.\nEducation and/or Experience:\nMust have High School Diploma or GED. AA or Technical degree preferred, 0-2 year’s customer service, or general business experience preferred. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.\nComputer Skills:\nProficiency with Microsoft® Word, Excel, Outlook and PowerPoint software applications. Will be expected to develop proficiency in Pella proprietary software (i.e. PQM, POETS, OMS, etc.).\nCommunication Skills:\nExcellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills. Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers. Must display excellent phone and email etiquette. Must be able to present appropriate attitude for the situation when interacting with customers or coworkers.\nProfessional Skills:\nMust be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion. Attention to detail is required. Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines. Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance. Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.\nPhysical Demands:\nWhile performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear. The employee is occasionally required to sit, stoop, or crouch. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Time commitment required of this position will vary based on business needs.\nWork Environment:\nWork environment with this job primarily includes the typical office environment. The noise level of this job is typically moderate. Employees in office positions may occasionally enter warehouse work areas.","description_format":"text","description_chars":6313,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["401k plan","Growth opportunities","Life insurance","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-02T00:12:49Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 16 · green card filings: 3","filings_12m":16,"filings_prev_12m":11,"green_card_filings_12m":3,"median_offered_wage_usd":105921,"route":null,"cap_exempt":false,"checked_at":"2026-10-15T11:24:14+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.356,"p_room":0.36,"age_days":76,"expected_fill_days":43,"reasons":["conf:1","stale_co","velocity","win:tail","crowd:junior"],"computed_at":"2026-10-27T05:46:45Z"},"pay":{"stated_usd_annual":52000,"is_top_pay":true},"html_url":"https://alion.io/job/pella-customer-service-representative-2","json_url":"https://alion.io/job/pella-customer-service-representative-2.json","meta":{"generated_at":"2026-10-28T03:43:17Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":4819,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-29T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1774105},"rest":"https://alion.io/mcp/rest/get_company?id=1774105"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpella-customer-service-representative-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpella-customer-service-representative-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpella-customer-service-representative-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/pella-customer-service-representative-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpella-customer-service-representative-2"}]}