Centralized Service Coordinator

Pella Corporation•Pella, IA

About The Position

The Centralized Service Coordinator provides customer assistance and service support for the Centralized Service Coordinator Program on behalf of local service branches. This role is based in a professional contact center, where most of the workday is spent answering inbound customer calls and coordinating with local service teams by phone, email, and text. The coordinator responds to inquiries, troubleshoots issues, provides quotes, and schedules virtual or in-person service appointments. The role requires strong interpersonal, written, and verbal communication skills, problem-solving ability, and the capacity to work independently in a fast-paced, high-urgency environment. The standard hours of operation are Monday through Friday, 7:00 a.m. to 6:00 p.m., with possible overtime based on business needs. The hiring wage is $17.00 per hour. Annual raises are based on individual and company performance. Advancement opportunities and hybrid work options may be available after demonstrated proficiency. Start date: January 18, 2027.

Requirements

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

Nice To Haves

Six months of related customer service or contact center experience.

Responsibilities

Provide courteous, timely, and professional support to customers and local service teams by phone, email, and text in a contact center environment.
Troubleshoot issues, provide quotes, and schedule virtual or in-person service appointments.
Accurately document and process customer concerns using internal systems, tools, and standard work.
Develop working knowledge of company products and services to support customer needs.
Follow standard procedures and policies and communicate clearly and accurately 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.