Customer Escalation Resolution Lead - Windows & Doors

Pella Mid-Atlantic, Inc.; Beltsville (MD); On-site; USD 85,000 - 125,000; Full time

Job summary

Pella Mid-Atlantic, Inc. is seeking a focused Installation Resolution Manager in Maryland to lead the resolution of complex customer escalation scenarios arising during window and door installations.

You will combine field expertise with strong communication to identify root causes and drive timely, customer-focused resolutions. You will coordinate with field management, installation, service, sales, and operations to ensure corrective actions align with company standards, while maintaining a

Qualifications

• High school diploma or equivalent required.
• Significant hands-on field experience with residential window and door installation is required.
• Demonstrated knowledge of window and door installation practices, jobsite conditions, and common installation challenges.
• Demonstrated experience working directly with homeowners or customers.
• Demonstrated experience managing difficult, complex, or escalated customer situations.
• Experience working across multiple operational teams or functions.

Responsibilities

• Serve as the primary point of contact for assigned escalated customers throughout the installation process.
• Take ownership of escalated customer concerns from initial contact through final resolution.
• Proactively engage customers when an issue has the potential to negatively impact their experience or evolve further.
• Listen to and understand customer concerns, acknowledge the customer's experience, and establish clear expectations for resolution.
• De-escalate challenging or emotional situations while maintaining professionalism, empathy, and credibility.
• Communicate timely updates to customers and ensure commitments are fulfilled.
• Maintain appropriate documentation of customer concerns, actions taken, and final resolution.

Skills

Installation knowledge

Customer communication

Conflict resolution

Organization skills

CRM proficiency

Multi-team coordination

Education

High school diploma

Extensive field experience in window/door installation

Tools

CRM systems

Microsoft Office

Job description

Pella Mid-Atlantic, Inc. is seeking a focused Installation Resolution Manager in Maryland to lead the resolution of complex customer escalation scenarios arising during window and door installations.

You will combine field expertise with strong communication to identify root causes and drive timely, customer-focused resolutions. You will coordinate with field management, installation, service, sales, and operations to ensure corrective actions align with company standards, while maintaining a