Service Coordinator

Pella Mid-Atlantic•Beltsville, MD

33d•Onsite

About The Position

The Customer Support Specialist is responsible for providing quality customer service to internal and external customers daily via telephone, email, web service request, fax, or in-person communication. This position provides lead nurturing and excellent customer service and is an expert in presenting product and or service solutions for customer’s needs and wants. This position is also responsible for ensuring all customer service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude. Assigned tasks will vary based on business necessity.

Requirements

Associates degree preferred or Technical degree preferred, High School Diploma with experience
1-3 years 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.
Provide superb customer service
Completes work in a timely and accurate manner
Enjoys working in fast-paced environment with a high sense of urgency
Confident in ability to resolve customer issues
Seeks out internal experts and utilizes their knowledge
Committed to following established processes
Focused on details and follow through
Strong listening skills
Speak clearly and persuasively in positive or negative situations
Respond clearly, concisely and promptly to questions/requests via phone or email
Write legibly and informatively; read and interpret written information; edit work for spelling and grammar
Ability to present information in one-on-one and small group situations.
Ability to Add, subtract, multiple, and divide in all units of measure, using whole numbers, common fractions and decimals. Ability to apply concepts of basic algebra and geometry.
Experience with Microsoft products to include: Excel, Word and Outlook and database and order processing products.
Ability to solve practical and arithmetic problems and deal with a variety of concrete variables in situations where only limited standardization exists.
Ability to read and analyze documents related to contracts and work documents. Ability to write reports and business correspondence. Ability to verbally present information and respond to questions from coworkers, executives and corporate.
Must present a clean and neat physical appearance and strictly abide by company dress code serving as a role model for other employees, customer and visitors.

Nice To Haves

Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable but not required.

Responsibilities

Gather information via incoming calls, walk-ins and emails from customers in order to quickly, professionally and accurately answer any and all questions regarding product and service issues
Meet or exceed customer service, quality, and productivity goals as established by department
As requested by management, capture traffic, leads and appointments. Prepare activity reports using required systems and software.
Promote and facilitate continuous improvement activities in the department
Support Pella’s key imperative for customer satisfaction
Meet company safety requirements by keeping work area neat and clean, following all company safety policies and procedures, and reporting any safety concerns
Meet customer needs by diagnosing service issues; processing service requests; scheduling service appointments based on customer product, time and labor requirements; providing quotes to customers; ordering necessary service parts
Research and troubleshoot product issues from customer in an accurate and timely manner
Update customer files (electronic files in Pella Service System) each time contact is made with customer and close file when job is completed
Research parts needed using resources such as subject matter experts, PERL etc. to ensure parts ordered for services tasks are accurate
Enter Pella Credit Requests (PCR) for all warranty parts ordered
Resolve customer complaints regarding product and service, engaging other departments when needed (i.e. sales, order fulfillment, technical and corporate support staff)
Assist Service Technicians with daily issues including scheduling, parts orders, directions, customer communications, etc.
Process customer payments via credit card
Receive, verify and prepare service parts ordered are accurate and complete for pending service tickets
Schedule delivery method for service parts without a technician trip (i.e. USPS/Fed Ex)
Complete confirmation process for customers with time/date of appointment, and place calls to customers after event is completed to determine service level obtained