Contact Center Agent

Job Description

Job Description

About Pella Mid-Atlantic

Pella Mid-Atlantic is the area’s leading distributor of Pella window and door products.  Our products are backed with over 90 years of innovation and experience in the industry and are designed to enrich the homes and lives of others. Pella Mid-Atlantic plays a critical role in the sales, installation, scheduling, and servicing of our products in your homes, projects, and buildings, and it is an honor.

Pella Mid-Atlantic has six showrooms including our headquarters located in Beltsville, Maryland. We serve residential, trade, and commercial customers in Maryland, Virginia, DC, and parts of Delaware and West Virginia.

We are passionate about what we do at Pella Mid-Atlantic, and we’re looking for people who share our passion – from sales to installation to accounting, and everything in between.  If you are a motivated, caring, and driven individual looking for a career with a world-class company, come join us. Feel the Pella Passion !

Position Overview:
The Contact Center Agent will be the first touch point for Pella Mid-Atlantic customers offering a best-in-class experience. If you are someone who thrives on healthy competition and the drive to succeed, this position is for you! The Contact Center Agent will make outbound sales calls, answer, and respond to inbound calls and internet inquiries, providing product knowledge and setting appointments.  This position will also confirm all appointments, reengage past customers and reschedule cancelations. We are looking for employees that love customer service, sales (of any kind), and are persuasive and engaging on the phone. The Contact Center Agent position gives you a great foundation of Pella Mid-Atlantic knowledge to begin your career with the company. We are open 7 days a week, this position requires a scheduled shift of one weekend day per week.
Responsibilities/Accountabilities:

• Expected to communicate the company brand and values of Pella Mid-Atlantic.
• Meet daily and monthly goals for Appointments Set & Completed Appointment Demos.
• Meet daily and monthly expectations for Inbound/Outbound Call Volume.
• Answer and advise customers calling in from marketing sources.
• Engage past and prospective customers and assist in setting new appointments.
• Prequalify and schedule customer appointments.
• Respond to general customer inquiries and route to appropriate departments.
• Identify when calls need escalation to assist with customer inquiries, appointments, and rescheduling.
• Interact with customer online inquiries via web chat function.
• Complete Daily Data Entry for Customer interactions that occured via Phone, Text or Email.
• Confirm all scheduled sales appointments and conduct follow-up calls after appointments if needed.
• Learn and retain Pella window and door product knowledge and be able to educate the customer.
• Be our customers’ advocate by responding promptly, following up, and being proactive with solutions.
• Utilize CRM software and adhere to best practices to track all customer sales interactions.

Skills/Knowledge

• High School Diploma or GED Equivalent.
• 1+ years of experience in a customer focused environment. (Preferred)
  • Restaurant Experience is acceptable in lieu of customer service experience 
• Proficient with Microsoft office software applications with an ability to learn new programs.
• High attention to detail.
• Self-motivated individual who also enjoys working as a team and facilitating sales.
• Strong ability to connect with people.
• Ability to use Active Listening to determine a customer’s needs.
• Ability to Multitask in a fast-paced work environment.
• Enjoys healthy competition and drives to succeed.
• Ability to communicate clearly and concisely, both orally and in writing.
• Displays a high level of integrity.

Pella Mid-Atlantic performs background checks and drug screens on all candidates.  We perform motor vehicle checks on all employees that drive for the company.
Pella Mid-Atlantic is an Equal Opportunity / Affirmative 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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