Centralized Service Coordinator

Pella Windows & Doors•Pella, IA

About The Position

This position provides customer assistance and service support for the Centralized Service Coordinator Program, handling customer service calls on behalf of local service branches. The role is based in a professional contact center environment, where most of the workday is spent answering inbound customer calls and communicating with local service teams by phone, email, and text. The coordinator responds to inquiries, troubleshoots issues, provides quotes, and schedules service appointments, either virtually or in person. The role requires strong interpersonal, written, and verbal communication skills, along with problem-solving ability and the capacity to work independently in a fast-paced, high-urgency setting. 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.

Requirements

High school diploma or GED required.
Excellent verbal and written communication skills in English.
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 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.
Ability to read, interpret, and explain documents such as troubleshooting documents and warranty information.
Ability to use 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 is desirable.

Responsibilities

Provide courteous, timely, and professional support to customers and local service teams via 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 effectively support customer needs.
Follow standard procedures and policies, communicating 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.