Service Coordinator

Pella•High Point, NC

3h•Onsite

About The Position

The Service Coordinator serves as the primary point for our customers and fellow employees who need assistance with warranty claims, parts & service needs. This role is responsible for ensuring a seamless customer experience during the resolution process by responding promptly, shifting priorities as needed, and communicating updates in real time as situations evolve.

Requirements

Strong organizational skills, attention to detail, and a commitment to providing exceptional customer experience.
Proactive, take-action attitude with strong problem-solving skills.
Excellent verbal and written communication skills.
Professional phone etiquette and customer service skills.
High proficiency in Microsoft Office 365 and other essential business applications.
Ability to manage multiple priorities while maintaining accuracy in a fast-paced office environment.
Ability to learn and effectively use multiple business systems for scheduling, tracking, reporting, and customer communication.

Nice To Haves

Construction, building materials, or supply industry experience preferred.

Responsibilities

Always exhibits the highest standard of personal ethics and adhere to all Pella Carolina policies.
Promote a culture of safety and accountability by adhering to established protocols, proactively identifying potential risks, and fostering a workplace environment where safety is a shared priority.
Responsible for processing service claims submitted via internal departments and cases submitted from existing customers and national accounts.
Deliver exceptional customer service while building positive relationships with customers and team members.
Manage incoming/outgoing calls and emails with professionalism.
Communicate with customers by checking reminder calls or emails and confirming service dates.
Order parts for service claims and tickets in a timely manner.
Coordinate service schedules with Service Technicians and other internal departments to ensure customer needs are met in a timely manner.
Develop and implement the appropriate action plan necessary to satisfy these customer issues.
Prepare and submit the required documentation for all warranty claims from Pella.
Close job and email completion for filing.

Benefits

Competitive Compensation
Insurance (medical, dental, vision)-First of the month after 30 days of employment
401(k)/ 401(k) matching- 100% of first 1% contributed and 50% of the next 5% after 1 year of employment
Profit sharing
10 Paid Holidays
Vacation/ PTO
Life Insurance
Comprehensive benefit packages
Growth- We believe in our employees and encourage them to grow both personally and professionally. As a company, we invest in our employees.
Work-Life Balance- We take pride in our employees having a well work-life balance