JOB DESCRIPTION
The person in this position is responsible for: providing customer assistance and service support for the Centralized Service Coordinator Program, promoted through the service departments for the local service branch. This person will be interacting daily with customers and the local service teams via telephone, email, or text communication. Also responsible for responding to all internal and external contacts, coordinating tasks and special projects as requested. This position requires excellent interpersonal, written and verbal communication skills. Due to high stress situations that may require intense mental application, problem-solving skills are a must. Job involves using independent judgement with limited guidance or supervision. A complete understanding of the company’s product and process knowledge and applications will be expected to perform the job successfully. The person in this position enjoys working in fast-paced environment with a high sense of urgency that meets or exceeds customer service, quality, and productivity goals as established by department.
RESPONSIBILITIES
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
- Required to analyze information, exercise problem solving skills with a high degree of professionalism to ensure that both the customer’s needs and the corporation’s well-being are taken into consideration.
- Troubleshoot, provide quotes, and/or schedule a technician (virtual or in person) to address customer concerns by handling inbound contacts in a courteous, timely, and professional manner in a contact-center environment.
- Will be required to develop a working knowledge of all products manufactured by the corporation (including acquisitions) as well as be able to utilize systems and technology to accurately document and process customer concerns in appropriate systems
- Follow all required standard texts, policies, procedures as well as being able to communicate intelligently and accurately with customers on technical issues.
- Appropriately escalate customer issues with the local managerial team
- Comply with requirements surrounding confidential and personal information
- Stay up to date on changes to program knowledge, systems, and processes by attending meetings and completing any continuing education training
- Assist with the training of new personnel added to the department as well as on-going training for others in the department in the form of mentoring
- Adhere to all attendance and work schedule requirements
May be responsible for other duties as assigned.
QUALIFICATIONS
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below 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
High school diploma or general education degree; and six months related experience is desirable.
LANGUAGE SKILLS
Excellent verbal and written English language skills are required as well as excellent customer service skills. Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively explain 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 demonstrate appropriate attitude for the situation when interacting with customers or coworkers.
MATHEMATICAL SKILLS
Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.
REASONING ABILITY
Ability to understand, define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with problems involving several concrete and abstract variables in a variety of situations.
COMPUTER SKILLS
Average proficiency with Microsoft® Office software applications. Ability to navigate on web-based applications. Will be expected to develop proficiency in Pella proprietary software. Moderate typing skills are required. Ability to multi-task on computers- typing and comprehending information simultaneously.
CERTIFICATES, LICENSES, REGISTRATIONS
None required.
PHYSICAL DEMANDS
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.
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
ABOUT US
About Pella Corporation
As the #1 most-preferred national window and door brand by homeowners across the country, Pella Corporation leads the industry in innovation and design. Founded in 1925, today the Pella Family of Brands encompasses a robust product offering sold and installed through various channels. We are a growing, privately owned company with 18 manufacturing locations and over 10,000 team members in the U.S. and Canada. Pella is consistently recognized as a great place to work by
Newsweek,
Forbes and
Glassdoor, having most recently been named to America’s Greatest Workplaces for Diversity by
Newsweek in 2024, as well as
Forbes' 2024 Best Employers for Women and Best-In-State Employer in Iowa. We have also received numerous accolades for innovation and design, including Fast Company’s Best Workplaces for Innovators in 2024 and Most Innovative Manufacturers for 2022 and 2023.
At Pella, our team cares deeply, learns continuously and achieves results that go beyond. We encourage creative thinking that seeks out and includes diverse perspectives. And we empower you to do the work you’re most proud of — that’s why we offer individualized talent development plans, cross-functional experiences and opportunities for career advancement through personal and professional development.
With talent just like you, we are imagining, building and fighting for a brighter future for generations to come. Ready to find a career that sparks your passion?
