Service Advisor/Showroom Coordinator - Temporary

Are you looking for a position where you are empowered to be extraordinary? Do you want the opportunity to be part of a company where employees treat one another like family and do right by their customers every day? Well, you’ve come to the right place. At Pella, care is not a just a word – it’s a legacy. We exist to improve the living experience of our customers and enrich the lives of our team members.

Care is what sparks Pella Passion. It’s our mission to be the desired window and door brand by delivering a reliable, responsive and uniquely memorable experience that exceeds our customer’s expectations.

The Service Team at Pella Northland is focused on delighting customers who have existing Pella products by answering questions, resolving issues, and ensuring Pella is easy to do business with. As a Customer Service Advisor Intern, you’ll support the team with metrics, analysis, system support and other special projects as assigned to support and drive efficiencies within the team and leave Pella with a deep appreciation of the importance of the customer experience. You’ll have an opportunity to experience exposure to complex customer scenarios while learning how a focus on the customer experience can impact brand integrity long term.

Pella is a great company to work for, but don't just take our word for it! Our Team recently participated in the Gallup Survey and scored us a 4.43/5 for overall satisfaction!

Here’s what winning looks like in this role:

• Provides exceptional customer service to internal and external customers daily via telephone,
• email, text and in-person communication in the Eau Claire showroom.
• Ensures Showroom is presentable and maintained to Pella standards.
• Responsible for opening and closing the showroom per Pella’s processes.
• Answering incoming phone calls, screening and transferring to appropriate department.
• Primary Service Advisor job responsibility is to gather information from the customer and input into system tracking software accurately to properly answer any and all questions regarding product and service issues, then processing such requests as needed through review, ordering, scheduling, and post appointment follow up until the service request is fully complete. This process will include the following:
  • Answering in—bound calls with a positive attitude and confidence that tells our customer that we will be able to help them with their Pella service issue. This requires a strong level of communication skills in comprehension, excellent verbal communication and responding calmly and patiently to customer requests.
  • Research and troubleshoot product issues in an accurate and timely manner.
  • Update all electronic files as needed throughout the initiation through the close process of a service event. Each touch point with the customer requires an update.
  • Quote. order parts and collect payment at the appropriate time for service events as needed using the Pella software programs.
  • Schedule and confirm service appointments with customers with the correct number of technicians and correct appointment timeframe.
  • Schedule delivery for non-labor related service needs.
  • Follow up with customers post- appointment to resolve next steps for any tasks not 100% complete on service date.
• Work well cross functionally to maintain smooth customer communication across departments as needed: PC Team, sales, Warehouse/shipping, technical support, and management.
• Respond to high effort service reviews and resolve customer concerns quickly and appropriately.
• Work well with the Service Technicians to resolve customer issues, communicate what is needed clearly, set the field team up for success and troubleshoot complicated repairs.
• Assist Service Technician team with questions related to scheduling, parts for events, directions and customer communications.
• Meet or exceed monthly metric goals, including Win the Week, CSR, productivity and 1ndone as established by department.
• Promotes and facilitates continuous improvement activities in the department.
• Portrays a positive and professional image of the Pella brand by strictly adhering to the dress code.
• Special projects and other duties as assigned and based on business necessity.

Skills needed to win:

• Customer Focused
• Positive Attitude & Team Player Mentality
• Strong attention to detail
• Excellent communication and customer service skills
• Results Orientated
• Goal Driven & Self Motivated
• Strong Computer Aptitude
• Desire to excel in a fast-paced environment
• High school diploma or equivalent required. AA or technical degree and or 2-4 years of customer service experience preferred

And by the way, we're not stuffy or corporate around here. Here are some of the perks and benefits at Pella Northland:

• Competitive compensation
• Casual work environment
• Contagiously positive company culture!
• Work for a widely recognized company with a great reputation
• Potential for the position to become permanent.

Does all of this sound good to you? Make your next move! Apply now.

Salary Range: $22-$25/ hour

Pella Northland is an Equal Opportunity Employer. Applicants receive consideration without regard to race, color, religion, sex, age, national origin, disability, marital status, sexual orientation, gender identity, veteran status, or any other factor prohibited by law.

If hired, you will be asked to produce proof that you have a legal right to work in the United States. Offers are contingent upon Pella Northland's pre-employment compliance, including, but not limited to: a criminal background check and pre-employment drug test.

Employment at Pella Northland is “At Will.” This means that, if you accept a job offer that Pella Northland extends to you, both you and Pella Northland will be able to terminate the relationship for any or no reason, at any time. This application is not a contract.

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