Service Coordinator

Position Overview:

The Customer Support Specialist 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 provides lead nurturing and excellent customer service and is an expert in presenting product and or service solutions for customer’s needs and wants. This position is also responsible for ensuring all customer service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude. Assigned tasks will vary based on business necessity.

Responsibilities/Accountabilities:

• Primary job responsibility is to gather information via incoming calls, walk-ins and emails from customers in order to quickly, professionally and accurately answer any and all questions regarding product and service issues
• Meets or exceeds customer service, quality, and productivity goals as established by department
• As requested by management, captures traffic, leads and appointments. Prepares activity reports using required systems and software.
• Promotes and facilitates continuous improvement activities in the department
• Supports Pella’s key imperative for customer satisfaction
• Meets company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns
• Meet 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
• Must research and troubleshoot product issues from customer in an accurate and timely manner
• Update customer files (electronic files in Pella Service System) each time contact is made with customer and close file when job is completed
• Research parts needed using resources such as subject matter experts, PERL etc. to ensure parts ordered for services tasks are accurate
• Enter Pella Credit Requests (PCR) for all warranty parts ordered
• Resolve customer complaints regarding product and service, engaging other departments when needed (i.e. sales, order fulfillment, technical and corporate support staff)
• Assist Service Technicians with daily issues including scheduling, parts orders, directions, customer communications, etc.
• Process customer payments via credit card
• Receives, verifies and prepares service parts ordered are accurate and complete for pending service tickets
• Schedule delivery method for service parts without a technician trip (i.e. USPS/Fed Ex)
• Complete confirmation process for customers with time/date of appointment, and place calls to customers after event is completed to determine service level obtained

Skills/Knowledge

• Associates degree preferred or Technical degree preferred, High School Diploma with experience
• 1-3 years 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.
• Provide superb customer service
• Completes work in a timely and accurate manner
• Enjoys working in fast-paced environment with a high sense of urgency
• Confident in ability to resolve customer issues
• Seeks out internal experts and utilizes their knowledge
• Committed to following established processes
• Focused on details and follow through

• Communication Skills:

• Strong listening skills
• Speak clearly and persuasively in positive or negative situations
• Respond clearly, concisely and promptly to questions/requests via phone or email
• Write legibly and informatively; read and interpret written information; edit work for spelling and grammar

• Ability to present information in one-on-one and small group situations.
• Mathematical Skills:
  • Ability to Add, subtract, multiple, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to apply concepts of basic algebra and geometry.
• Experience with Microsoft products to include: Excel, Word and Outlook and database and order processing products.
• Reasoning Abilities:
  • Carry out instructions in written, oral, or diagram form.
  • Deal with problems involving a few concrete variables in standardized situations.
  • Relate across a broad and varied internal and external customer base.
• Organizational / Time Management Skills:
  • Establish priorities; work independently; proceed with objectives and little supervision.
  • Meet company established job performance standards, investigate ways to improve, and promote quality and productivity.
  • Identify and resolve problems in a timely manner; gather and analyze information skillfully; work well in group problem solving situations.
• Attention to detail, demonstrates accuracy and thoroughness.
• Adapts to changes in the work environment
• Consistently at work and on time; ensures work responsibilities are covered when absent

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience

Qualified candidates should have a AA or Technical degree preferred, High School Diploma with experience

Language and Communication Skills

Ability to read and analyze documents related to contracts and work documents.  Ability to write reports and business correspondence.  Ability to verbally present information and respond to questions from coworkers, excutives and corporate.

Professional Skills

Must present a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customer and visitors.

Reasoning Abilities

Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists. 

Physical Demands 

While performing the duties of this job, the employee is regularly sit, stand; walk; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear.  The employee is occasionally required to climb or balance; stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 10 pounds and frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds using proper lifting techniques.  Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus.  The noise level in the work environment varies between low to moderate in administrative offices and to moderate on constructions sites.

Travel

The vast majority of travel will be local. 

Pella Mid-Atlantic performs background checks and drug screens on all candidates.  We perform motor vehicle checks on all employees that drive for the company.

Pella Mid-Atlantic is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.

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