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Customer Service Coordinator

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Customer Service
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21003069 Requisition #
Pella Corporation is proud to design and manufacture high-quality windows and doors that enrich the lives of our customers. While we are a leader in technology and product innovation, we are also privately held and focused on our people. At Pella, we want to help you find what makes you an extraordinary team member. That’s why we offer stability, individualized talent development plans, cross-functional experiences, and opportunities for career advancement through personal and professional development.
 
Our national brand is supported by 8,000+ employees at 17 manufacturing sites and 70+ sales branches across the country who are dedicated to serving our customers with Pella Passion — a way of being that inspires us to go above and beyond for each other, our customers, and our communities. Pella Passion has guided our actions for nearly 95 years and will carry us forward as we capture our rare blend of inspired design and exceptional detail in our work and our lives.
 
Do you enjoy solving complex problems and continual learning? Is delivering exceptional customer service a strength of yours? If so, we are looking to hire talented individuals to work in our team-based Customer Service area at Pella Corporation in Pella, Iowa.  Come do the work you’re most proud of at Pella Corporation!  
 
POSITION SUMMARY
Customer Service Coordinator
Starting Wage - $17/hour
 
Assisting with planning and executing all aspects of customer support daily via telephone, email, or in-person communication. Also responsible for responding to all internal and external contacts, coordinating tasks and special projects as requested. This position requires excellent interpersonal, written and verbal communication skills. Due to high stress situations that may require intense mental application, problem-solving skills are a must. Job involves using independent judgement with limited guidance or supervision. A complete understanding of the company’s product and process knowledge and applications will be expected to perform the job successfully. The person in this position is expected to carry out the duties efficiently, attentively and conscientiously.
 
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.
 
Responsible for assisting with the identification, development, and implementation of programs, policies, and procedures, which support total customer satisfaction, both internally and externally, where applicable to this position.
 
Answer inquiries via phone and email; responsible for receiving and acting upon all contacts in a timely and accurate manner, relating to any customer concerns. Maintaining excellent customer relationships with all internal and external customers will be required of this person.
 
Will be required to develop a working knowledge of all products manufactured by the corporation (including acquisitions), both current and obsolete. Similarly, will be required to obtain the knowledge to access detailed specifications of all products. Must be able to communicate intelligently and accurately with consumers on technical issues.
 
In addition, is required to analyze information, exercise problem solving skills and a high degree of professionalism to ensure that both the customer’s needs and the corporation’s well-being are taken into consideration. In many instances, will work closely with the consumer, escalated teams, and the local distributor exercising proper judgement/authority in dealing with confidential material to bring an issue to a satisfactory conclusion.
 
Enjoys working in fast-paced environment with a high sense of urgency that meets or exceeds customer service, quality, and productivity goals as established by department.
 
Is required to exercise proper discretion so that both customer’s needs and Corporation’s well-being are taken into consideration. Committed to following and interpreting established processes in bringing the related issue to a proper conclusion. Will be expected to maintain a detailed and accurate record of all transactions between themselves and consumers, in the event a customer-related problem should arise at a later date.
 
In addition, will assist with the training of new personnel as added to the department as well as on-going training for others in the department in the form of mentoring.
 
A general understanding of residential and construction systems and processes is helpful but not required.
 
May be responsible for other duties as assigned.
 
SPECIFIC RESPONSIBILITIES include the following. Other duties may be assigned.
* Identify root cause to diagnose window issue over the phone and provide appropriate resolution.
* Identify and order accurate parts.
* Evaluate homeowner’s repair issues to determine if parts and labor are covered under warranty.
* Schedule service based off territory of specific branch location.
* Provide ball park pricing regarding labor and parts.
* Collect and authorize credit card information over the phone.
* Mitigate risk to the business by authorizing customer service gestures according to department guidelines.
 
SUPERVISORY RESPONSIBILITIES
This job has no supervisory responsibilities.
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.
 
EDUCATION and/or EXPERIENCE
Associates degree (A.A) or equivalent from two-year college or technical school; one year related experience or training; or equivalent combination of education and experience is desirable.
 
LANGUAGE SKILLS
Excellent verbal and written English language skills are required as well as excellent customer service skills. Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively explain information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers. Must display excellent phone and email etiquette. Must be able to demonstrate appropriate attitude for the situation when interacting with customers or coworkers.
 
COMPUTER SKILLS
Proficiency with Microsoft® Word, Excel, Outlook and PowerPoint software applications. Ability to navigate on web-based applications. Moderate typing skills are required. Ability to multi-task on computers- typing and comprehending information simultaneously.
 
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 accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.
 
WORK ENVIRONMENT
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 
The noise level in the work environment is usually moderate.
 
CONDITION OF EMPLOYMENT
Pella Corporation is committed to workforce diversity. Pella is a Tobacco-Free Work Environment.  Pella participates in E- Verify.  Pella will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.
 
EQUAL EMPLOYMENT OPPORTUNITY
Pella Corporation provides a working environment free of discrimination and harassment.  Pella Corporation treats all persons equally, regardless of race, color, sex, religion, national origin, age or disability, as each is protected under federal law. A number of states in which Pella operates have laws protecting classifications of Team Members not necessarily protected under federal law. Therefore, Pella 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.

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Pella, Iowa, United States

📁 Customer Service