Team leader – Customer Care

Provides efficient and courteous response to consumer inquiries and complaints. Able to follow up manage cases from start to resolution by performing the following duties

Receives phone calls, letters and e-mail inquiries from consumers and responds following established procedures.

Researches, resolves and follows-up on consumer complaints by acting as liaison with other departments including Field Service, Marketing, Sales, Manufacturing, Shipping and Quality Systems.

Provides first level support for consumer escalations.

Escalates difficult complaints or inquiries to supervisor for assistance and/or handling.

Maintains records of consumer inquiries to provide necessary data to analyze the interests, concerns and issues of consumers. Creates reports as needed.

Responsibility for Showroom operation, including maintaining showroom appearance, keeping windows and doors clean, assuring that appropriate arrangements are made for any required maintenance.

Conducts consumer orientation and demonstrate the use of products.

Proactive follow-up with consumer leads given to dealers.

Requires in-depth knowledge of:

PGT products and parts with continual learning;

PGT procedures including shipping procedures, RMA’s, production releases and service orders;

Computer application for order entry and retrieval

Proficient in MicroSoft Office software (Word, Excel, Power Point, Outlook)

On March 28, 2024, PGT Innovations was successfully acquired by MITER Brands and incorporated into the organization’s portfolio. MITER Brands is a family of leading window and door brands united by a passion for quality and relentless pursuit of 100%.

WHY WE’RE DIFFERENT

We have one purpose: Build the most valued window and door brand in America. But, like all great things, that journey starts by bringing together a team of the most passionate, experienced and dedicated window experts in the industry. From our team to our customers and our communities, we strive to inspire deeper engagements and new possibilities for all. Because we believe that business is always personal.

PEOPLE FIRST ISN'T JUST A CATCHPHRASE.

It's a value we live every day. We make investments for the long-haul, to ensure the success of all. Because when our people win, we all win.

DOING THE RIGHT THING IS IN OUR DNA.

Through best practices, strategic investments and our relentless Pursuit of 100%, we strive for higher quality, greater precision and more efficiency in everything we do.

WE SERVE OUR CUSTOMERS AT A DEPTH THAT OTHERS CANNOT.

We find every opportunity to deliver seamless engagements and the extraordinary experiences that lead to valued, long-lasting relationships.