Skills/Knowledge:

• Provide superb customer service
• Works collaboratively with Pella team members and customers
• Enjoys working in fast-paced environment with a high sense of urgency
• Strong problem-solving skills
• Seeks out internal experts and utilizes their knowledge
• Adaptable to changing processes and priorities
• Focused on details and follow through

• Proficiency with Microsoft Office (specifically Excel) and ability to learn internal software programs and applications

Qualifications:

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.   Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Education and/or Experience:

High School Diploma and two to three years related experience and/or training, or equivalent combination of education and experience.  Prior experience in customer service and/or a call center atmosphere is essential. 

Computer Skills:

Proficient in using Microsoft Word, Excel, and Outlook.  Ability to become proficient in ACE.

Communication Skills:

Excellent verbal and written English language skills are required as well as good public relations, public speaking, and customer service skills.  Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively present 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 present appropriate attitude for the situation when interacting with customers or coworkers. 

Professional Skills:

Must be a team player and exhibit a strong desire to learn and promote self-growth.  Must be pro-active, self-disciplined, self-motivated, and have a demonstrated ability to follow projects through to completion.  Attention to detail is required.  Must be able to demonstrate organizational skills, prioritize tasks, and meet deadlines.  Must be able to develop trust, respect, and confidence of customers, coworkers and managers. Must present in a clean and neat physical appearance.  Must be able to investigate issues and resolve conflict in the best interests of the business and our customers.

Mathematical Skills:

Ability to compile and decipher information in a spreadsheet format.

Physical Demands:

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. The employee must occasionally lift and/or move up to 10 pounds.  Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.  Time commitment required of this position will vary based on business needs. 

Work Environment:

Work environment with this job primarily includes the typical office environment. The noise level of this job is typically moderate. Employees in office positions may occasionally enter warehouse work areas.