Service Coordinator

Job Description

Job Description

JOB SUMMARY

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. 

ESSENTIAL DUTIES AND 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.

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.

EDUCATION AND EXPERIENCE

• High School Graduate or GED required.
• Construction, building materials, or supply industry experience preferred. 
• Minimum of 2 years successful Customer Service

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

Most people talk about culture, but we live and breathe it in all that we do. We care about our customers and our associates. We strive to provide a work environment that follows our beliefs:

• Culture-  We are a team-oriented company. We believe in our employees and strive to improve the lives of those we serve.
• Benefits-  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
• Our People-  Here you will work side by side with very knowledgeable people in the industry and build relationships that last.

Check out our website and see if Pella will be a great fit for you! 

Company Website 

Pella Windows & Doors of the Carolinas and Southwest Virginia is an equal opportunity employer. The company does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, veteran status, disability, or other protected statuses as applicable by local, state, and federals laws. Hiring decisions are based solely on qualifications and business needs. 

If you are an individual with a disability, you may be entitled to a reasonable accommodation as defined under the Americans with Disabilities Act. If you require a reasonable accommodation at any time during the application or employment process, please contact Human Resources and provide the position details and your requested accommodation.