Support Customer Care

This position is responsible for providing support for most groups in Customer Care, including but not limited to, Customer Care Representatives, Service Processors and Inside Sales.

• Retrieves messages from voice mail and forwards to appropriate personnel. 

• Answers incoming telephone calls, determines purpose of callers, and forwards calls to appropriate personnel or department. 

• Takes and delivers messages or transfers calls to voice mail when appropriate personnel are unavailable. 

• Answers questions about organization and provides callers with address, directions, and other information. 

• Welcomes on-site visitors, determines nature of business, and announces visitors to appropriate personnel. 

• Monitors visitor access and issues passes when required. 

• Creates and prints memos, correspondence, reports, and other documents when necessary. 

• Performs other clerical functions as needed, such as filing, photocopying, collating, and mailroom duties. 

• Processes special mail outs as necessary from Marketing or Sales 

• Responsible for coordinating EMT calls 

• Responsible for keeping keys for various areas of the company 

• Responsible for verifying all orders entered by all members of Customer Service 

• Verifies for distributor number, PO, Ship-to, color, quantity, size, etc. 

• Verifies all changes 

• Log changes with a dollar amount daily to send to various leaders 

• Keep error verification log 

• Scan and index various documents into RVI:  

• Orders 

• Drawings 

• Service requests 

• Bill of ladings 

• Change requests 

• Truck reports 

• Post bills 

• Provides back up to the switchboard when needed 

• Help with special mail outs 

Must Haves:​ ​ 

• Knowledge of PGT products and parts with continual learning 

• PGT procedures including shipping procedures, RMAs, production releases, and service orders 

• Computer application for order entry and retrieval