Customer Support & Service Coordination Specialist

Mid-Atlantic Finance Company; Beltsville (MD); On-site; USD 43,000 - 60,000; Full time

Job summary

Pella Mid-Atlantic in Beltsville, MD is seeking a Customer Support Specialist to deliver high-quality service to internal and external customers by phone, email, web requests, fax, or in-person interactions.

The role focuses on lead nurturing, problem solving, and presenting product solutions, while ensuring timely, accurate responses and coordination with other departments to resolve issues and fulfill service requests.

Qualifications

• Associates degree preferred or Technical degree preferred; High School Diploma with experience.
• 1-3 years customer service or general business experience preferred.
• Provide superb customer service.
• Works well in fast-paced environment with urgency.
• Seeks internal experts and follows established processes.

Responsibilities

• Gather information via calls, walk-ins and emails to answer questions about product/service issues.
• Meet or exceed customer service, quality, and productivity goals.
• Capture traffic, leads and appointments; prepare activity reports.
• Diagnose service issues; schedule service appointments; provide quotes; order parts.
• Research and troubleshoot product issues; update customer files in Pella Service System.
• Resolve complaints by coordinating with sales, order fulfillment, and technical staff.
• Process customer payments via credit card.

Skills

Customer service

Communication skills

Time management

Problem solving

Detail oriented

Microsoft Excel

Phone and email support

Education

AA or Technical degree

High School Diploma with experience

Tools

PERL

Pella Service System

Job description

Pella Mid-Atlantic in Beltsville, MD is seeking a Customer Support Specialist to deliver high-quality service to internal and external customers by phone, email, web requests, fax, or in-person interactions.

The role focuses on lead nurturing, problem solving, and presenting product solutions, while ensuring timely, accurate responses and coordination with other departments to resolve issues and fulfill service requests.