Job Description

** $1,000 SIGN-ON BONUS **

Pella Mountain West is a Window and Door industry leader, and we strive to enhance the lives of our customers and team members. Your career at Pella will provide you with training and give you the opportunity to become an expert in your field. Enjoy a fun, fast paced and supportive culture that you can take pride in being a part of. We work hard to ensure our team has competitive pay, excellent medical insurance, bonuses, 401k retirement program, profit sharing and generous paid time off. With our positive culture and family spirit we are passionate about what we do.

This position is responsible for providing quality customer service to internal and external customers daily. This position is responsible for ensuring all customer service calls and requests are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude.

PRINCIPAL DUTIES AND RESPONSIBILITIES include the following, but not limited to:

• Primary job responsibility is to take incoming calls quickly and professionally to resolve customer inquiries.
• Answer in-bound customer calls and schedule service appointments based on customer product, time and labor requirements; provide quotes to customers; process service requests while ensuring that all customer and product specifications are accurate; diagnose and order parts.
• Must research and obtain answers to customer inquiries (phone or walk-in) in an accurate and timely manner.
• Update customer files (electronic files in Pella Service Module) each time contact is made with customer and close file when job is completed.
• Resolve customer complaints regarding product and service, engaging other departments when needed
• (i.e. sales, shipping, technical and administrative staff).
• Assist Service Technicians with daily issues including scheduling, parts orders, directions, customer communications, etc.
• Process customer payment via credit card.
• Schedule delivery method for non-service related products (i.e. Courier/Mail).
• Place confirmation calls to customers with time/date of appointment.
• Place calls to customers after event is completed to determine service level obtained.
• High School Diploma or GED, and 1 year customer service or general business experience is highly preferred. Prior knowledge of general construction applications and terminology and/or window and door applications or components is desirable.
• Proficiency with Microsoft® Word, Excel, Outlook and PowerPoint software applications.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position’s activities and requirements, management reserves the right to modify, add or remove duties as necessary.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit and use hands to handle or feel, especially with use of the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl.

This position description is not intended to be and should not be construed as an all-inclusive list of responsibilities, skills or working conditions associated with this position. While this description is intended to accurately reflect the position’s activities and requirements, management reserves the right to modify, add or remove duties as necessary.

Condition of Employment: Pella Mountain West is committed to workforce diversity. Post-offer background check and drug screen required. Pella participates in E- Verify.

Equal Employment Opportunity: Pella Mountain West provides a working environment free of discrimination and harassment. Pella Mountain West treats all persons equally, regardless of race, color, sex, religion, national origin, age or disability, as each is protected under federal law. A number of states in which Pella Mountain West operates may have laws protecting classifications of team members not necessarily protected under federal law. Therefore, Pella Mountain West also treats all persons equally, regardless of political affiliation and belief, pregnancy, national origin, age, creed, marital status, military status, sexual orientation, mental disorder, veteran status, ancestry or handicap as each category is protected under a municipal ordinance or state law.

Company Description

Pella Mountain West is a Window and Door industry leader, and we strive to enhance the lives of our customers and team members. Your career at Pella will provide you with training and give you the opportunity to become an expert in your field. Enjoy a fun, fast paced and supportive culture that you can take pride in being a part of. We work hard to ensure our team has competitive pay, excellent medical insurance, bonuses, 401k retirement program, and profit sharing program. With our positive culture and family spirit we are passionate about what we do.