Customer Escalations Leader — Window & Door Installations

Pella Mid Atlantic; Beltsville (MD); On-site; USD 75,000 - 110,000; Full time

Job summary

Pella Mid-Atlantic is seeking an Installation Resolution Manager to lead and resolve complex customer escalations during window and door installations. The role blends field experience with strong communication to assess concerns, identify root causes, and drive timely resolutions.

Responsibilities include acting as the customer advocate, coordinating corrective actions across teams, and driving continuous improvement in installation processes and customer experience.

Qualifications

• Significant hands-on field experience with window and door installation.
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• Strong verbal and written communication skills.
• Excellent listening, conflict‑resolution and de‑escalation abilities.
• Ability to coordinate cross-functional actions and manage multiple escalations.

Responsibilities

• Serve as the primary contact for assigned escalated customers throughout the installation process.
• Take ownership of escalated concerns from initial contact through final resolution.
• Proactively engage customers to anticipate issues and manage expectations.
• Communicate updates timely and document actions and outcomes.
• De-escalate challenging situations with professionalism and empathy.
• Coordinate corrective actions with Field Management, Installation, Service, Sales, and Operations.
• Prepare concise reports on issue volume, root causes, and recommended actions.
• Identify recurring issues and recommend process improvements.

Education

High school diploma or equivalent

Tools

CRM systems

Job description

Pella Mid-Atlantic is seeking an Installation Resolution Manager to lead and resolve complex customer escalations during window and door installations. The role blends field experience with strong communication to assess concerns, identify root causes, and drive timely resolutions.

Responsibilities include acting as the customer advocate, coordinating corrective actions across teams, and driving continuous improvement in installation processes and customer experience.