Job description
Benefits at a Glance
- Based out of Pella, Iowa
- Full-time
- Remote
- $13.50 hourly starting rate – paid each Friday
- Medical/dental insurance coverage beginning the first of the month after date of hire, as well as flexible spending and health savings account options
- Paid holidays and vacation time
- Annual Incentive Plan
- 401k Profit Sharing - Pella will give back a portion of pre-tax profits to add to your retirement portfolio
Who Is Pella Corporation?
In the small Dutch Community of Pella, Iowa in 1925, Pete and Lucille Kuyper invested in a new invention – a window screen that rolled up and down like a shade. The couple went on to found a company based on the principles of traditional American values, integrity and the desire to enrich the homes and lives of our customers.
Today, Pella Corporation is still privately owned and continues to be a leader in technology and product innovation. In fact, they've been awarded more than 150 product and design patents. And the team at Pella is as committed as ever to continuing the company's proud heritage of building innovative windows and doors.
At Pella, we want to help you find what makes you an extraordinary team member. That’s why we offer individualized talent development plans, cross-functional experiences, and opportunities for career advancement through personal and professional development.
Our national brand is supported by 8,000+ team members at 17 manufacturing sites and 90+ sales branches across the country who are dedicated to serving our customers with Pella Passion — a way of being that inspires us to go above and beyond for each other, our customers, and our communities. Pella Passion has guided our actions for 95 years and will carry us forward as we capture the rare blend of inspired design and exceptional detail in our work and our lives.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Handle inbound and outbound contacts in a courteous, timely, and professional manner
- Listen to customers, understand their needs, and resolve customer issues
- Utilize systems and technology to complete account management tasks
- Accurately document and process customer claims in appropriate systems
- Follow all required scripts, policies, and procedures
- Utilize knowledge base and training to accurately answer customer questions
- Comply with requirements surrounding confidential information and personal information
- Appropriately escalate customer issues with the managerial team
- Ensure first call resolution through problems solving and effective call handling
- Attend meetings and training and review all new training material to stay up-to-date on changes to program knowledge, systems, and processes
- Adhere to all attendance and work schedule requirements
POSITION SUMMARY
The person in this position is responsible for: providing customer service support for the Inbound Sales Program, promoted through our marketing and sales teams at Pella. In this role, you will handle inbound inquiries, and set appointments for in-home consultations. This person is responsible for, but not limited to providing excellent customer service with outside consumers. This position requires excellent interpersonal, written, and verbal communication skills. Job involves using independent judgement with limited guidance or supervision. The person in this position is expected to carry out the duties efficiently, attentively, and conscientiously.
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.
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