Pella Mid-Atlantic, Inc.
Job Overview
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 service solutions for customers’ 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.
Responsibilities
Gather information via incoming calls, walk‑ins, and emails to quickly, professionally, and accurately answer all questions regarding product and service issues.
Meet or exceed customer service, quality, and productivity goals as established by the 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 the 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; and ordering necessary service parts.
Research and troubleshoot product issues from customers in an accurate and timely manner.
Update customer files in the Pella Service System each time a contact is made and close the file when the job is completed.
Research parts needed using resources such as subject matter experts and PERL to ensure accurate ordering.
Enter Pella Credit Requests (PCR) for all warranty parts ordered.
Resolve customer complaints regarding product and service, engaging other departments when needed (e.g., sales, order fulfillment, technical, and corporate support staff).
Assist service technicians with daily issues including scheduling, parts orders, directions, and customer communications.
Process customer payments via credit card.
Verify and prepare service parts orders to ensure they are accurate and complete for pending service tickets.
Schedule delivery methods for service parts without a technician trip (e.g., USPS/FedEx).
Confirm customer appointments; place calls after events to determine service level obtained.
Skills & Knowledge
Education: Associate’s degree preferred or Technical degree preferred; High School Diploma with experience acceptable.
Experience: 1‑3 years of customer service or general business experience preferred; prior knowledge of construction applications, window and door applications or components desirable but not required.
Work Habits: Completes work in a timely and accurate manner; enjoys fast‑paced environment; confident in resolving customer issues; seeks internal experts; follows established processes; focused on details and follow‑through.
Communication 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.
Present information in one‑on‑one and small group situations.
Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure; apply basic algebra and geometry concepts.
Technology: Experience with Microsoft products (Excel, Word, Outlook) and database/order processing products.
Reasoning Abilities:
Carry out instructions in written, oral, or diagram form.
Deal with problems involving a few concrete variables in standardized situations.
Relate across a broad and varied internal and external customer base.
Organizational / Time Management Skills:
Establish priorities; work independently; proceed with objectives with little supervision.
Meet company performance standards, investigate ways to improve, and promote quality and productivity.
Identify and resolve problems in a timely manner; gather and analyze information skillfully; work well in group problem‑solving situations.
Attention to detail, demonstrates accuracy and thoroughness.
Adapts to changes in the work environment.
Consistently punctual; ensures responsibilities are covered when absent.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience Qualified candidates should have an AA or Technical degree preferred; High School Diploma with experience acceptable.
Language and Communication Skills Ability to read and analyze documents related to contracts and work documents; write reports and business correspondence; verbally present information and respond to questions from coworkers, executives, and corporate.
Professional Skills Must present a clean and neat physical appearance and strictly abide by company dress code, serving as a role model for other employees, customers, and visitors.
Physical Demands The employee regularly sits, stands, walks, uses hands to finger, handle, or feel; reaches with hands and arms; talks or hears. The employee occasionally must climb or balance; stoop, kneel, crouch, or crawl. Lifts or moves up to 10 pounds regularly and up to 25 pounds frequently; occasionally up to 50 pounds using proper lifting techniques. Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus. Noise level varies between low to moderate in administrative offices and moderate on construction sites.
Travel The vast majority of travel will be local.
Background Checks Pella Mid‑Atlantic performs background checks and drug screens on all candidates. Motor vehicle checks are performed for employees who drive for the company.
Equal Opportunity / Affidavit Pella Mid‑Atlantic is an Equal Opportunity / Affiliation Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
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Responsibilities
Gather information via incoming calls, walk‑ins, and emails to quickly, professionally, and accurately answer all questions regarding product and service issues.
Meet or exceed customer service, quality, and productivity goals as established by the 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 the 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; and ordering necessary service parts.
Research and troubleshoot product issues from customers in an accurate and timely manner.
Update customer files in the Pella Service System each time a contact is made and close the file when the job is completed.
Research parts needed using resources such as subject matter experts and PERL to ensure accurate ordering.
Enter Pella Credit Requests (PCR) for all warranty parts ordered.
Resolve customer complaints regarding product and service, engaging other departments when needed (e.g., sales, order fulfillment, technical, and corporate support staff).
Assist service technicians with daily issues including scheduling, parts orders, directions, and customer communications.
Process customer payments via credit card.
Verify and prepare service parts orders to ensure they are accurate and complete for pending service tickets.
Schedule delivery methods for service parts without a technician trip (e.g., USPS/FedEx).
Confirm customer appointments; place calls after events to determine service level obtained.
Skills & Knowledge
Education: Associate’s degree preferred or Technical degree preferred; High School Diploma with experience acceptable.
Experience: 1‑3 years of customer service or general business experience preferred; prior knowledge of construction applications, window and door applications or components desirable but not required.
Work Habits: Completes work in a timely and accurate manner; enjoys fast‑paced environment; confident in resolving customer issues; seeks internal experts; follows established processes; focused on details and follow‑through.
Communication 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.
Present information in one‑on‑one and small group situations.
Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure; apply basic algebra and geometry concepts.
Technology: Experience with Microsoft products (Excel, Word, Outlook) and database/order processing products.
Reasoning Abilities:
Carry out instructions in written, oral, or diagram form.
Deal with problems involving a few concrete variables in standardized situations.
Relate across a broad and varied internal and external customer base.
Organizational / Time Management Skills:
Establish priorities; work independently; proceed with objectives with little supervision.
Meet company performance standards, investigate ways to improve, and promote quality and productivity.
Identify and resolve problems in a timely manner; gather and analyze information skillfully; work well in group problem‑solving situations.
Attention to detail, demonstrates accuracy and thoroughness.
Adapts to changes in the work environment.
Consistently punctual; ensures responsibilities are covered when absent.
Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience Qualified candidates should have an AA or Technical degree preferred; High School Diploma with experience acceptable.
Language and Communication Skills Ability to read and analyze documents related to contracts and work documents; write reports and business correspondence; verbally present information and respond to questions from coworkers, executives, and corporate.
Professional Skills Must present a clean and neat physical appearance and strictly abide by company dress code, serving as a role model for other employees, customers, and visitors.
Physical Demands The employee regularly sits, stands, walks, uses hands to finger, handle, or feel; reaches with hands and arms; talks or hears. The employee occasionally must climb or balance; stoop, kneel, crouch, or crawl. Lifts or moves up to 10 pounds regularly and up to 25 pounds frequently; occasionally up to 50 pounds using proper lifting techniques. Specific vision abilities required include close vision, distance vision, color vision, and ability to adjust focus. Noise level varies between low to moderate in administrative offices and moderate on construction sites.
Travel The vast majority of travel will be local.
Background Checks Pella Mid‑Atlantic performs background checks and drug screens on all candidates. Motor vehicle checks are performed for employees who drive for the company.
Equal Opportunity / Affidavit Pella Mid‑Atlantic is an Equal Opportunity / Affiliation Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected Veteran status.
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