Case Management Coordinator

Pella Northland•Brooklyn Park, MN

1d•$25 - $30

About The Position

The Case Management Coordinator is responsible for providing exceptional customer service to Pella customers ranging from homeowners to builders and facility managers using our SalesForce platform, focusing on speed as our competitive advantage, clear, timely and concise communication and accuracy to drive a “one and done” experience for our customers. A key responsibility of this role is to own the review of escalated service cases to ensure that our next trip out is our final resolution visit, reinforcing our commitment to operational excellence and customer satisfaction.

Requirements

AA or Technical degree preferred, 2 year’s customer service, or general business experience preferred. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.
Computer Skills
High proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
SalesForce or Oracle experience a plus.
Communication & Interpersonal Skills
Exceptional verbal and written communication skills.
Ability to lead discussions, deliver constructive feedback, and represent the department professionally.
Strong customer service orientation with a calm, empathetic, and solution-focused demeanor.
Comfortable communicating across all organizational levels and resolving conflict in the best interest of the customer and company.
Professional Skills
Demonstrated ability to manage multiple priorities in a fast-paced, dynamic environment.
Proactive, detail-oriented, organized, and accountable.
Exhibits strong judgment and discretion when handling sensitive or escalated issues.
Leads by example with integrity and professionalism aligned with Pella’s core values.

Nice To Haves

Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.
SalesForce or Oracle experience a plus.

Responsibilities

Research and troubleshoot product issues in an accurate and timely manner.
Update all systems as needed throughout the journey of a case. Each touch point with the customer requires an update.
Quote. order parts and collect payment at the appropriate time for cases as needed.
Schedule and confirm service appointments with customers with the correct number of technicians.
Schedule delivery for non-labor related service needs.
Request compensation from Pella Corporation as appropriate and in a timely and accurate manner.
Follow up with customers post- appointment to resolve next steps for any tasks that are not 100% complete on service date.
Work well cross functionally to maintain smooth customer communication across departments as needed with PC Team, sales, warehouse/shipping, technical support, and management.
When team members are on vacation, out sick or we have an high level of volume, this role will also be expected to support the phone queue in answering in—bound calls with a positive attitude and confidence that tells our customer that we will be able to help them with their Pella service issue. This requires a strong level of communication skills in comprehension, excellent verbal communication and responding calmly and patiently to customer requests.
Respond to high effort service reviews and resolve customer concerns quickly and appropriately.
Work well with the Service Technicians to resolve customer issues, communicate what is needed clearly, set the field team up for success and troubleshoot complicated repairs.
Meet or exceed monthly metric goals, including Win the Week, CES and productivity as established by department.
Promotes and facilitates continuous improvement activities in the department.

Benefits

Competitive compensation, bonus, and commissions plan. Uncapped earning potential!
Casual work environment
Opportunities for internal Promotions and Transfers
Contagiously positive company culture!
Quarterly recognition for going above and beyond
Work for a widely recognized company with a great reputation!
Medical Insurance
Dental Insurance
Vision Insurance
Life Insurance
401k Benefits