Service Coordinator

Job Summary:

The Service Coordinator is responsible for communicating with customers, internal colleagues, and Pella Corporate on all service items and product repairs, including scheduling of Service Technicians and identification of current and vintage products.

Schedule and Availability:

• Weekdays during normal business hours from 8am to 5pm

Essential Duties and Responsibilities:

• Answer customer inquiries and schedule service events
• Input service orders and return customer phone calls daily
• Work with Service Technicians to ensure service events are completed accurately and on time
• Process customer payments and ensure minimal past dues
• Perform collections contact for delinquent payments accounts and track origin of delinquencies
• Mail parts to clients when delivery is not available or when necessary
• Research and correct “stuck” invoices in Great Plains with assistance from Accounting Department
• Create and close loads for parts pulling in Warehouse Management applications for service appointments and client pick-ups
• Work internally with all teams for any parts needed beyond normal service requests
• Work directly with contractors wanting “punch outs”/ walk through’s – scheduling within standard time frame (expediting if able to) upon department request
• Review technician’s notes when they return from a service and obtain/save pictures from technician, look up parts in parts manual (PERL) and determine if all parts are still available
• Prepare repair quotes and contact customer with quote by mail or email to go over quote with customer and set expectations
• Obtain approval and payment to proceed or adjust quote per customer request
• Assist customers that come into the lobby needing service information
• Research and order parts (if needed), retrieve parts from the warehouse
• Schedule a service appointment if needed
• Apply for and maintain credit requests/processes
• Be available to help/assist with back-up when phones roll to all office personnel
• Identify and order vintage and current Pella parts from Pella Corporate in an effective manner
• Performs all other duties as necessary or assigned

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.

Required Knowledge, Skills, and Abilities:

• Must be able to develop a strong understanding of all Pella products and their applications
• Ability to research products and demonstrate product knowledge with customers
• High level of customer service focus
• Strong de-escalation techniques
• Ability to work independently and in a fast-paced environment
• Must exhibit superior communication skills and the ability to maintain professionalism in times of adversity and pressure

Education and Experience:

• Associates degree from a two-year College or Technical school; or 1 to 2 years related experience and/or training; or equivalent combination of education and experience
• At least two years of service- related experience preferred

Mathematical and Reasoning Skills

• Understanding of basic math and able to work in inches and feet
• Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to accurately manage reports, accounts, and records
• Ability to prioritize tasks
• Ability to research and synthesize information

Computer Skills:

• Must be proficient with Microsoft suite
• Ability to learn and utilize Pella software
• Ability to learn and utilize proprietary Pella software programs and applications and other business critical applications

Communication Skills:

• Must be able to communicate effectively with internal and external stakeholders
• Must exhibit superior communication skills and the ability to maintain professionalism in times of adversity and pressure
• Excellent verbal and written communication skills
• Ability to verbally present information and respond to questions from customers and managers

Physical Requirements:

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, type or feel; reach with hands and arms; and talk or hear.
• The employee is occasionally required to sit, stoop, or crouch.
• Must be able to sit for long periods of time

Work Environment

• Work is primarily conducted onsite
• The noise level for this position is usually moderate

EOE Statement

Pella of Oklahoma provides a working environment free of discrimination and harassment. Pella of Oklahoma treats all persons equally, regardless of race, color, sex, religion, national origin, age or disability, as each is protected under federal law. Pella of Oklahoma 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: $17.00 - $20.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• 8 hour shift

Ability to Commute:

• Oklahoma City, OK 73114 (Preferred)

Ability to Relocate:

• Oklahoma City, OK 73114: Relocate before starting work (Preferred)

Work Location: In person

Salary : $17 - $20