Service Coordinator

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.

• Primary job responsibility is to 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
• Meets or exceeds customer service, quality, and productivity goals as established by department
• As requested by management, captures traffic, leads and appointments. Prepares activity reports using required systems and software.
• Promotes and facilitates continuous improvement activities in the department
• Supports Pella’s key imperative for customer satisfaction
• Meets 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
• Must 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
• Receives, verifies and prepares 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

• 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

• Communication
  
  Skills:

• 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…