What are the responsibilities and job description for the Customer Experience Coordinator position at Pella of WYIDAHO?
Pella Windows & Doors of Idaho and Wyoming, aka “Pella of WYIDAHO” is a Window and Door industry leader, locally owned and serving communities in southern Idaho and western Wyoming. We strive to provide best-in-class service to our customers who choose Pella, the #1 Brand for Windows & Doors. Your career at Pella will provide you with the opportunity to contribute to the success of our growing organization. Enjoy a fun, fast paced environment, and supportive culture that you can take pride in being a part of. We work hard to ensure our team members have competitive pay, excellent medical insurance, bonuses, profit sharing, a 401k retirement program, and generous paid time off. With our positive culture and family spirit, we are passionate about what we do! Our mission is to Deliver E3: Extra-Ordinary Experiences for Everyone!
The ideal candidate will also align with Pella of WYIDAHO's values: First Responders, Extras, True Grit, Learn & Grow, and Pella One!
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands, and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job.
SUMMARY
Our customers consist of home builders/remodelers (trade) and homeowners (retail). Customer Experience Coordinators are the main point of contact for our customers after an installation is complete--whether it be immediately after installation for our VIP service or years down the road. Customer Experience Coordinators will work closely with the Service Technicians to ensure our customers receive “best in class” service.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as needed:
· Serve as the primary point of contact for customers, addressing their inquiries, concerns, and requests via phone, email, or live chat (Tech See) in a timely and professional manner.
· Build strong relationships with customers, foster loyalty, and maintain customer satisfaction by addressing their needs, maintaining accurate records, and following up on any outstanding issues or requests. Take ownership of customer journey and overall experience.
· Proactively identify areas for process improvement, propose creative solutions, and participate in implementing changes to enhance the overall customer experience. Stay updated with industry trends and best practices in customer service to bring innovative ideas to the team.
· Collaborate effectively with teammates to ensure seamless customer experiences. Share customer feedback, insights, and suggestions with leaders and teams to contribute to ongoing improvements in exceptional service delivery.
· Deliver the highest level of customer service, ensuring that each customer interaction is positive, personalized, and exceeds their expectations virtually or in person. Strive to create a memorable and satisfying experience for every customer, internal or external.
· Assist the customer experience team by ordering and verifying parts, locating, and loading/staging them daily or weekly for the technicians.
REQUIRED SKILLS/COMPETENCIES
· Proficient computer skills and ability to learn job-related software I.e., Microsoft suite, Pella Order Management, salesforce, Oracle, etc.
· Use of multi-line phones with exceptional phone etiquette
· This individual is able to lift weights that are up to 50 pounds.
· Flexibility with working from home and in the office is dependent on business needs.
QUALIFICATIONS
Education and/or Experience
A High School Diploma or GED and 4 years or more of customer service or general business experience is highly preferred, or college degree. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable.
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 accommodation may be made to enable individuals to perform the essential functions.
While performing this job, the employee is regularly required to sit and use hands to handle or feel, especially with the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear, especially with the use of the telephone and meetings. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl.
Requirements for Travel:
Travel <25% some overnight travel may be required.
This job description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the job’s activities and requirements, management reserves the right to modify, add or remove duties, as necessary.
Condition of Employment: Pella of WYIDAHO is committed to workforce diversity. Post-offer background check, MVR and drug screen required. Pella participates in E- Verify.
Equal Employment Opportunity: Pella of WYIDAHO provides a working environment free of discrimination and harassment. Pella of WYIDAHO treats all persons equally, regardless of race, color, sex, religion, national origin, age, or disability, as each is protected under federal law. Several states in which Pella of WYIDAHO operates may have laws protecting classifications of team members not necessarily protected under federal law. Therefore, Pella of WYIDAHO also treats all persons equally, regardless of political affiliation and belief, pregnancy, national origin, age, creed, marital status, military status, sexual orientation, mental disorder, veteran status, ancestry, or handicap as each category is protected under a municipal ordinance or state law.
Job Type: Full-time
Pay: From $20.00 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Referral program
- Vision insurance
Shift:
- Day shift
Work Location: In person
Salary : $20