Centralized Service Coordinator

The person in this position is responsible for: providing customer assistance and service support for the Centralized Service Coordinator Program, promoted through the service departments for the local service branch. This person will be interacting daily with customers and the local service teams via telephone, email, or text communication. Also responsible for responding to all internal and external contacts, coordinating tasks and special projects as requested. This position requires excellent interpersonal, written and verbal communication skills. Due to high stress situations that may require intense mental application, problem-solving skills are a must. Job involves using independent judgement with limited guidance or supervision. A complete understanding of the company’s product and process knowledge and applications will be expected to perform the job successfully. The person in this position enjoys working in fast-paced environment with a high sense of urgency that meets or exceeds customer service, quality, and productivity goals as established by department.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Required to analyze information, exercise problem solving skills with a high degree of professionalism to ensure that both the customer’s needs and the corporation’s well-being are taken into consideration.  
• Troubleshoot, provide quotes, and/or schedule a technician (virtual or in person) to address customer concerns by handling inbound contacts in a courteous, timely, and professional manner in a contact-center environment. 
• Will be required to develop a working knowledge of all products manufactured by the corporation (including acquisitions) as well as be able to utilize systems and technology to accurately document and process customer concerns in appropriate systems
• Follow all required standard texts, policies, procedures as well as being able to communicate intelligently and accurately with customers on technical issues.
• Appropriately escalate customer issues with the local managerial team
• Comply with requirements surrounding confidential and personal information
• Stay up to date on changes to program knowledge, systems, and processes by attending meetings and completing any continuing education training
• Assist with the training of new personnel added to the department as well as on-going training for others in the department in the form of mentoring
• Adhere to all attendance and work schedule requirements

May be responsible for other duties as assigned.

SUPERVISORY RESPONSIBILITIES 

This job has no supervisory responsibilities.

QUALIFICATIONS 

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

EDUCATION and/or EXPERIENCE 

High school diploma or general education degree; and six months related experience is desirable.

LANGUAGE SKILLS 

Excellent verbal and written English language skills are required as well as excellent customer service skills.  Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively explain information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers.  Must display excellent phone and email etiquette.  Must be able to demonstrate appropriate attitude for the situation when interacting with customers or coworkers.

MATHEMATICAL SKILLS 

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.  Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY 

Ability to understand, define problems, collect data, establish facts, and draw valid conclusions.  Ability to deal with problems involving several concrete and abstract variables in a variety of situations.

COMPUTER SKILLS 

Average proficiency with Microsoft® Office software applications. Ability to navigate on web-based applications. Will be expected to develop proficiency in Pella proprietary software. Moderate typing skills are required. Ability to multi-task on computers- typing and comprehending information simultaneously. 

CERTIFICATES, LICENSES, REGISTRATIONS 

None required.

PHYSICAL DEMANDS 

The physical demands described here are repres