Service Coordination & Customer Solutions Specialist

Pella Mid-Atlantic, Inc.; Beltsville (MD); On-site; USD 40,000 - 55,000; Full time

Job summary

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

You will gather information, diagnose issues, and present product/service solutions quickly and accurately. The role focuses on lead nurturing, scheduling service appointments, processing quotes and parts orders, and collaborating with sales and technical teams to ensure customer satisfaction.

Qualifications

• Associates degree preferred or technical degree; high school diploma with experience accepted.
• 1-3 years in customer service or general business experience preferred.
• Knowledge of construction or window/door applications is desirable but not required.
• Provide superb customer service and accurate, timely work.

Responsibilities

• Gather information via calls, walk-ins, and emails to answer questions about products and services.
• Meet or exceed customer service, quality, and productivity goals.
• Capture leads and appointments; prepare activity reports.
• Diagnose service issues and schedule service appointments; provide quotes and order parts.
• Research and troubleshoot product issues; update customer files.
• Assist technicians with scheduling, parts orders, and communications.
• Process customer payments via credit card.
• Ensure parts and deliveries are accurate and timely.
• Research parts using SME resources to ensure accuracy.
• Close files when service is completed and follow up on service level.

Skills

Customer service

Communication

Attention to detail

Time management

Problem solving

Education

AA or Technical degree

High School Diploma with experience

Tools

Excel

Word

Outlook

PERL

Database systems

Job description

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

You will gather information, diagnose issues, and present product/service solutions quickly and accurately. The role focuses on lead nurturing, scheduling service appointments, processing quotes and parts orders, and collaborating with sales and technical teams to ensure customer satisfaction.