Customer Service Representative

Pella of Columbus; Columbus (OH); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health insurance

Dental plan

Vision plan

Life insurance

401K plan

Job summary

Pella of Columbus is expanding and seeks a Service Coordinator to join our team. You will coordinate diagnosis, parts orders, and scheduling for customer service needs, ensuring timely resolution of service events.

You will manage shipments, service technician events, and service paperwork, partnering with sales consultants and technicians in a collaborative, fast-paced environment. This full-time role offers industry-leading benefits and the chance to contribute to a trusted brand known for

Qualifications

• Minimum 2 years of customer service experience.
• Proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.
• Will be expected to develop proficiency with Pella software.

Responsibilities

• Coordinate diagnosis, parts ordering, and event scheduling for service needs.
• Manage service projects from contact to resolution.
• Schedule shipments and service technician events.
• Set up service paperwork and track process details.
• Maintain communication with customers and sales teams.

Skills

Customer service

Organization

Time management

Problem solving

Team collaboration

Education

High school diploma or equivalent

Tools

Microsoft Word

Excel

Outlook

PowerPoint

Job description

Due to our unprecedented growth, Pella of Columbus is actively expanding and looking for a Service Coordinator to join our team. We are continuously striving to make a positive difference in our customer’s lives by delivering innovative products and services that bring comfort, pride, and peace of mind. A Service Coordinator is primarily responsible of coordinating the diagnosis, parts ordering, and event scheduling for customer service needs in a timely manner. The Service Coordinator is responsible for managing service even projects from the point of contact through to resolution of a completed service event. This role also manages scheduling of shipments and service technician events, sets up service paperwork and ensures that each detail in the process is addressed. They will work closely with assigned sales consultants and service techs and must be able to work well in a team environment.

General Responsibilities

• Treat people the way you want to be treated.
• Value customer relationships and go the extra mile to satisfy them.
• Carry yourself in a manner which represents Pella as the #1 brand in the market.
• Answering phone calls and providing exceptional customer service.
• Qualify all incoming customer inquiries, ensuring correct materials have been ordered.
• Review service needs on contracted orders from sales team for details related to service needs.
• Schedule service events with customers and service technicians
• Schedule delivery of completed product.
• Confirm service dates with customers and sales representatives.
• Alert warehouse team to pull orders for service techs.
• Follow up with customers to ensure satisfactory completion and collect final payment.
• Manage recovery process for shortages and damaged product.
• Establish and maintain key contact with customers and sales representatives.
• Record key dates and activities relates to service events.

Success Factors

• Detail oriented
• High sense of urgency
• Present a clean and neat physical appearance
• Adaptable to changing process and priorities
• Process oriented
• Works collaboratively with customers and Pella team members
• Strong organizational, time management and problem-solving skills

Job Qualifications and Requirements

• High school diploma or equivalent
• Minimum 2 years of customer service experience
• Proficiency with Microsoft Word, Excel, Outlook, and Power Point software and will be expected to develop proficiency with Pella software

Industry leading benefit package including:

Health, Dental, Vision, Life & 401K plan (full time employees only)