Manages diverse activities of Customer Care team engaged in handling product orders and providing exceptional customer service by performing the following duties:

• Coach, mentor, and develop potential leaders for succession planning
• Analyzes and organizations Customer Care operations and procedures.
• Provides leadership to team leaders and team members to ensure consistent demonstration of customer focus, integrity, technical accuracy, efficiency, and conformity to company policies.
• Maximizes productivity and quality of team by nurturing a positive team environment.
• Maintains uniform correspondence procedures and style practices.
• Researches and develops resources and procedures that create timely and efficient workflow.
• Provides positive and, when necessary, negative feedback to team members verbally and in writing. Documents feedback through Confirmation of Conversations (COCs).
• Conducts 90-day and annual performance reviews for team members.
• Ensures team members receive appropriate training necessary to meet and exceed job expectations.
• Formulates procedures for systematic retention, protection, retrieval, transfer, and disposal of records.
• Creates individual development plans for direct reports and monitors progress to drive continuous improvement and customer satisfaction.
• Meets with direct reports on a regular basis to review performance and accuracy, progress on development plan, and to discuss development opportunities.
• Provides office layout and initiates cost-reduction programs.
• Works with cross-functional team members as customer advocate to ensure company meets the needs of its customers, such as:
  • Production Control for leveling of manufacturing work load
  • Shipping to ensure RMA process is flowing smoothly.
  • Partners with Sales to balance customer needs with ability for Customer Care to perform.
  • Partners with Field Service to accommodate homeowner and customer needs.
  • Partners with Information Systems for implementation of new programs and constant efficiency improvements with current programs.
• Prepares reports for guidance of management.
• Coordinates activities of assigned teams within department.
• Maintains contact with customers and outside sales representatives.
• Handles escalated customer complaints and requests for back charges beyond customer service representative and Team Leader approval levels.
• Evaluates complaints and back charges, recommends and/or determines appropriate action using authorized discretion in the final resolution.
• Composes written communication in response to dealer complaints.
• Maintains contact with customers and outside Sales people throughout dispute.
• Maximizes productivity of Customer Care team and Inside Sales Team through proficient use of appropriate software applications, such as Excel, Exo Quote, Frontier, and Sales Logix.
• Participates in departmental budget and cycle forecast.
• Creates reports of performance data and develops standard and ad-hoc reports.
• Pursues opportunities for self-development.
• Keeps current on technology opportunities in Customer Care industry.
• Conducts interviews for prospective employees.

SUPERVISORY RESPONSIBILITIES:

Lead Customer Care team for assigned area.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

4-5 years of Customer Care experience

Intermediate use of MS Office (Word, Excel, Outlook, PowerPoint, Access).

Strong knowledge of PGT products and procedures including shipping, RMA’s, production releases, and service orders.

Exo Quote, Frontier, and AS400 experience.

LANGUAGE / COMMUNICATION SKILLS:

• Basic English language skills.
• Requires good verbal, written, and listening skills with external and internal customers.
• Must be able to communicate effectively with staff, customers, vendors, and other internal departments.

MATHEMATICAL SKILLS:

• Must be able to calculate and determine accuracy of other’s calculations.
• Basic math to include adding, subtraction, multiplying, dividing, fractions, decimals, and percentages.

REASONING ABILITY:

• Must be able to assess complex situations and make appropriate decisions.
• Ability to maintain self-control under stress.
• Ability to effectively resolve conflict.
• Ability to multi-task and efficiently prioritize work load.

CERTIFICATES, LICENSES, REGISTRATIONS:

None

PHYSICAL DEMANDS / WORK ENVIRONMENT:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Standard office environment with frequent walking,and standing.
• Extended periods of sitting at computer work station with focused eye contact on computer screen.
• Occasional climbing, stooping, kneeling, crouching, crawling, and balancing.
• Frequent use of eye, hand, and finger coordination enabling the use of office equipment.
• Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices (office phone, work cellular phone).
• Consistent daily attendance required to ensure timely processing of weekly payroll

TRAVEL REQUIREMENTS:

• Ability to travel occasionally domestically.
• Ability to travel to CGI & WinDoor locations as needed.

Description:

Occasional: activity exists less than 1/3 of the time.

Frequent: activity exists 1/3 and 2/3 of the time.

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

• Our collaborative group.
• Our understanding family.
• Our strong team.

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