Centralized Service Coordinator

: Benefits at a Glance

• Based in Pella
• Full-time
• Hybrid work opportunity
• $17 hourly starting rate - paid each Friday
• Medical/dental/vision insurance coverage beginning the first of the month after date of hire, as well as flexible spending and health savings account options
• Paid holidays and vacation time
• Annual Incentive Plan
• 401k Savings Plan

Do you feel called to help others alongside a brand that takes care of its customers and team members alike? You aren't afraid to deliver above and beyond, tailoring a custom experience for each call while being backed by a personal team of professionals who want to help you succeed. Do you enjoy working in a lively, fast-paced environment? You take the day by storm, each day bringing new learning experiences—whether it be a customer need or collaborating on something new with a team member. You mark each challenge as an opportunity for growth. Do you appreciate having a high sense of urgency when it comes to completing tasks in a timely manner? Customers require immediate assistance when calling, and some calls are quicker to coordinate and tackle than others. Your willingness to get the job done for them in a timely way ensures their trust that you are fully capable to handle any situation. How would you like to be our new Centralized Service Coordinator? Join the Customer Experience Team! We are looking to hire talented service coordinators to work in our team-based Customer Experience area at Pella Corporation. As a service coordinator, you will be able to use your organization, problem solving, and multi-tasking skills while responding to customer needs either on the phone or through written communication. With your ability to listen attentively and desire to create a positive problem-solving experience, you are in a critical role to make a difference in our customer's mind and to establish and assure their confidence in Pella. Who is Pella? A brand that takes care of its customers while backing them with the knowledge they need, Pella Corporation is proud to design and manufacture high-quality windows and doors that enrich the lives of our consumers. While we are a leader in technology and product innovation, we are also privately held and focused on our people. At Pella, we want to help you find what makes you an extraordinary team member. That's why we offer stability in workload year-round, individualized talent development plans, cross-functional experiences, and opportunities for career advancement through personal and professional development. Our team-based structure provides a genuine learning experience, ability to tackle questions effectively, and the engagement of a close-knit group working towards the same goal. Our national brand is supported by 8,000+ employees at 17 manufacturing sites and 90+ sales branches across the country who are dedicated to serving our customers with Pella Passion — a way of being that inspires us to go above and beyond for each other, our customers, and our communities. Pella Passion has guided our actions for nearly 95 years and will carry us forward as we capture our rare blend of inspired design and exceptional detail in our work and our lives. Why you will love this job:

• Stay busy. You and your team are engaged in customer interactions your entire shift, solving problems and answering inquiries about service and products for individuals from all backgrounds.
• Flexible shift. Depending on your schedule, shift times will vary to ensure we meet customer needs.
• Career advancement. There will never be a dull moment when it comes to learning new processes and building your portfolio to be a driven and successful customer coordinating expert.
• Team Environment. Working in a team-based environment, you will be collaborating each day to solve issues, learning more for yourself each day to educate and drive results for all customers.
• Great benefits to suit your life and any bumps along the way - Pella has your back!

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Required to analyze information, exercise problem solving skills with a high degree of professionalism to ensure that both the customer's needs and the corporation's well-being are taken into consideration.
• Troubleshoot, provide quotes, and/or schedule a technician (virtual or in person) to address customer concerns by handling inbound contacts in a courteous, timely, and professional manner in a contact-center environment.

• Will be required to develop a working knowledge of all products manufactured by the corporation (including acquisitions) as well as be able to utilize systems and technology to accurately document and process customer concerns in appropriate systems
• Follow all required standard texts, policies, procedures as well as being able to communicate intelligently and accurately with customers on technical issues.
• Appropriately escalate customer issues with the local managerial team
• Comply with requirements surrounding confidential and personal information
• Stay up to date on changes to program knowledge, systems, and processes by attending meetings and completing any continuing education training
• Assist with the training of new personnel added to the department as well as on-going training for others in the department in the form of mentoring
• Adhere to all attendance and work schedule requirements

May be responsible for other duties as assigned. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE High school diploma or general education degree; and six months related experience is desirable. LANGUAGE SKILLS Excellent verbal and written English language skills are required as well as excellent customer service skills. Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively explain information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers. Must display excellent phone and email etiquette. Must be able to demonstrate appropriate attitude for the situation when interacting with customers or coworkers. MATHEMATICAL SKILLS Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry. REASONING ABILITY Ability to understand, define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with problems involving several concrete and abstract variables in a variety of situations. COMPUTER SKILLS Average proficiency with Microsoft® Office software applications. Ability to navigate on web-based applications. Will be expected to develop proficiency in Pella proprietary software. Moderate typing skills are required. Ability to multi-task on computers- typing and comprehending information simultaneously. CERTIFICATES, LICENSES, REGISTRATIONS None required. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate. CONDITION OF EMPLOYMENT Pella Corporation is committed to workforce diversity. Pella is a Tobacco-Free Work Environment. Pella participates in E- Verify. Pella will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization. EQUAL EMPLOYMENT OPPORTUNITY Pella Corporation provides a working environment free of discrimination and harassment. Pella Corporation treats all persons equally, regardless of race, sex, religion, national origin, age, or disability, as each is protected under federal law. A number of states in which Pella operates have laws protecting classifications of team members not necessarily protected under federal law. Therefore, Pella also treats all persons equally, regardless of political affiliation and belief, pregnancy, national origin, age, creed, marital status, military status, sexual orientation, mental disorder, veteran status, ancestry or handicap as each category is protected under a municipal ordinance or state law.