Service Solutions Coordinator

Pella Mid-Atlantic, Inc.; Beltsville (MD); On-site; USD 42,000 - 54,000; Full time

Job summary

Pella Mid-Atlantic, Inc. seeks a Customer Support Specialist to provide quality service to internal and external customers via phone, email, web service requests, or in-person.

You will gather information, diagnose issues, schedule service, and provide quotes while maintaining a customer-focused attitude. Responsibilities include meeting service targets, assisting technicians with daily issues, processing payments, and updating customer files in the service system.

Qualifications

• Associates degree preferred or Technical degree preferred.
• 1-3 years customer service or general business experience preferred.
• Prior knowledge of construction applications and window/ door components desirable but not required.

Responsibilities

• Gather information via calls, walk-ins and emails to answer product/service questions.
• Meet or exceed customer service, quality, and productivity goals.
• Capture traffic, leads and appointments; prepare activity reports.
• Promote continuous improvement and support customer satisfaction goals.
• Diagnose service issues; process service requests and schedule service appointments.

Skills

Customer service

Communication

Time management

Problem solving

Attention to detail

Microsoft Office

Education

AA or Technical degree preferred

High School Diploma with experience

Tools

PERL

CRM software

Microsoft Excel

Data entry systems

Job description

Pella Mid-Atlantic, Inc. seeks a Customer Support Specialist to provide quality service to internal and external customers via phone, email, web service requests, or in-person.

You will gather information, diagnose issues, schedule service, and provide quotes while maintaining a customer-focused attitude. Responsibilities include meeting service targets, assisting technicians with daily issues, processing payments, and updating customer files in the service system.