Centralized Service Coordinator

Pella Corporation•Pella, IA

3d•$17

About The Position

This position provides customer assistance and service support for the Centralized Service Coordinator Program which handles customer service related calls on behalf of the local service branches. The role is based in a contact center environment, where the majority of the workday is spent answering inbound customer calls and communicating with local service teams via phone, email, and text. Key responsibilities include responding to inquiries, troubleshooting issues, providing quotes, and scheduling service appointments. Candidates must demonstrate strong interpersonal, written, and verbal communication skills, along with the ability to problem-solve and work independently in a fast-paced, high-urgency setting. The standard hours of operation are Monday through Friday, 7:00 a.m. to 6:00 p.m. , with the possibility of overtime based on business needs. Compensation Hiring wage: $17.00 per hour Annual raises are based on individual and company performance Advancement opportunities and hybrid work options may be available upon demonstrated proficiency.

Requirements

Ability to multitask effectively listening to customers, taking notes, and navigating multiple systems simultaneously
Strong problem-solving skills, attention to detail, and the ability to work independently in a fast-paced environment
Professionalism, adaptability, and a commitment to delivering excellent customer service
Computer Skills Proficiency with Microsoft Office applications and web-based platforms
Ability to navigate multiple systems while typing and comprehending information at the same time
Must exhibit proficient typing skills
Language Skills Excellent verbal and written communication skills in English
Ability to read, interpret, and explain documents such as troubleshooting documents and warranty information
Must demonstrate appropriate tone and etiquette when interacting with customers, coworkers, and the local service teams via phone, email, and text
High school diploma or general education degree (GED) required

Nice To Haves

Six months of related customer service or contact center experience is desirable

Responsibilities

Provide courteous, timely, and professional support to customers and the local service teams via phone, email, and text in a contact center environment
Troubleshoot issues, provide quotes, and schedule service appointments (virtual or in-person)
Accurately document and process customer concerns using internal systems, tools, and standard work
Develop working knowledge of company products and services to effectively support customer needs
Follow standard procedures and policies while communicating clearly and accurately when communicating with customers
Escalate complex issues to the appropriate local management team when necessary
Maintain confidentiality and handle personal information appropriately
Stay current on program updates, systems, and processes through ongoing training and team meetings
Adhere to attendance and scheduling expectations
Perform other duties as assigned