Case Management Coordinator

Pella Northland•Brooklyn Park, MN

10h•$25 - $30

About The Position

Are you looking for a career where you are empowered to be extraordinary? Do you want the opportunity to be part of a company where employees treat one another like family and do right by their customers every day? Well, you’ve come to the right place. At Pella, care is not a just a word – it’s a legacy. We exist to improve the living experience of our customers and enrich the lives of our team members. Care is what sparks Pella Passion. It’s our mission to be the desired window and door brand by delivering a reliable, responsive and uniquely memorable experience that exceeds our customer’s expectations. If you’re as customer focused as we are, are passionate about selling a product you can confidently put your name on, and if you’re looking for a career, not just another job, this is the place for you. 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. Pella is a great company to work for, but don't just take our word for it! Our Team recently participated in the Gallup Survey and scored us a 4.46/5 for overall satisfaction! Here’s what winning looks like in this role: In this role, the Case Management Coordinator will own the customer experience for Pella customers from warranty through the life of their product. This includes processing requests as needed through review, ordering, scheduling, and post appointment follow up until the service request is fully complete. This process will include the following: 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.

Requirements

AA or Technical degree preferred, 2 year’s customer service, or general business experience preferred.
Computer Skills High proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).
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.