This position is responsible for providing quality customer service to internal and external customers daily. This position is responsible for ensuring all customer service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude.

Responsibilities/Accountabilities includes the following, but not limited to:

• Primary job responsibility is to take incoming calls quickly and professionally resolve customer inquires
• Answer in-bound customer calls and schedule service appointments based on customer product, time and labor requirements; provide quotes to customers; process service requests while ensuring that all customer and product specifications are accurate; diagnose and order parts
• Resolve customer complaints regarding product and service, engaging other departments when needed(i.e. sales, shipping, technical and administrative staff)
• Assist Service Technicians with daily issues including scheduling, parts orders, directions, customer communications, etc.
• Complete notification cards to customers with time/date of appointment
• Place calls to customers after event is completed to determine service level obtained
• Displays and/or demonstrates product in Showrooms and/or consumer home shows, using samples, digital tools and/or collateral, emphasizing features and benefits of Pella products.
• Answers and accurately directs customer calls for both internal and external customers by asking leading questions and pre-qualifying. Sets proper customer expectations regarding the
• Qualifies call-in and walk-in customers to set sales appointments for Outside Sales
• Representatives.
• Inputs and maintains accurate information in lead management software Salesforce. Capture traffic, leads and appointments.
• Completes sales transactions which may include handling deposits (checks, credit cards).
• Must research and obtain answers to customer inquiries (phone or walk-in) in an accurate and timely manner
• Update customer files (electronic files in Pella Service Module) each time contact is made with customer and close file when job is completed
• Provides administrative support when needed.
• Maintains showroom for cleanliness and neatness to ensure a favorable and hospitable setting for all customers, including but not limited to: dusting, cleaning windows, taking out garbage.
• Responsible for taking the appropriate action and contacting those required to resolve showroom concerns. (i.e.; product repair, electrical issues, plumbing needs, etc.)
• Meets company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns.

Skills/Knowledge

• Energetic personality
• Skilled at relating to and supporting a variety of customers
• Strong organizational, time management and problem-solving skills
• Self-starter, demonstrates a strong work ethic and responsiveness to customer needs
• Able to work with details, complexity and follow through
• Creates a sense of trust and reliability with internal and external customers, leads by example
• Able to maintain open and effective communication with cross functional teams
• Works collaboratively with customers and Pella team members
• Eye for detail and appreciation of design
• Adaptable to changing processes and priorities
• Works well without close supervision, but always keeps their manager informed