Customer Support Jobs at Pella with Visa Sponsorship

INTRODUCTION

The Service Technician is responsible for providing quality service visits to customers to inspect, repair and/or adjust Pella windows and doors in the field. The Service Technician will diagnose product issues in the field, determine and perform the correct resolution, and communicate accordingly with customers and internal service team. This position is responsible for ensuring all customer service calls are completed in a timely, accurate, and efficient manner while maintaining a customer-focused attitude.

BENEFITS

Pella Family of Brands offers the following benefits:

• Company sponsored benefits that include healthcare, dental, and vision plans
• Company paid life insurance
• Company paid short/long term disability insurance
• Paid vacation
• Paid sick and personal days
• 9 paid holidays
• Generous 401(k) plan with 4% company match
• Tuition assistance
• Employee discount

COMPENSATION

The target pay range for this role is $25 - $28/hr., with eligibility to receive other supplemental earnings such as over-time. Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to skill set, experience, specific work geography, as well as internal equity and alignment with market data.

RESPONSIBILITIES/ACCOUNTABILITIES

Responsibilities/Accountabilities (include but are not limited to):

• Performs and completes service tasks as assigned, on Pella products in the field
• Problem solves and diagnoses difficult issues in the field
• Replaces glass in windows or doors; Installs items such as sashes, window shades, blinds, muntin, screens, etc.
• Provides customers with helpful information on the care, operation and maintenance of their Pella products
• Generates and updates all required service-related documentation following a service visit so that additional service calls can be scheduled, if necessary, and billing or credit can be completed.
• Conducts any necessary follow up service work and communication to resolve all assigned service tickets
• Performs job site walk-through and completes necessary documentation, identifies items that need attention or correction prior to project finalization
• Collects payment from customer as required
• Identifies and orders parts for follow up service calls, and coordinates with the internal CSR team as necessary
• Maintains stock of all necessary parts and equipment on a weekly basis
• Strives to achieve 100% Customer satisfaction while making it easy for customers to do business with the company and promoting market share growth; serves as a Customer Experience Champion
• Aids in the training of new Service Technicians, Customer Service Representatives or team members as requested
• Maintains assigned Service vehicle and coordinates with Manager and Service Team as needed on vehicle maintenance requirements.
• Performs any other necessary task assigned by the direct manager/supervisor
• Seeks out continuous improvement opportunities related to service processes
• Meets company safety requirements by keeping work area neat and clean, following safety precautions, and utilizing required personal protective equipment (i.e., shoes, safety glasses, fall protection, etc.), and reporting any safety issues to the manager
• Must have a valid driver’s license and comply with the company Fleet Safety Policy

SKILLS/KNOWLEDGE

- Provide superb customer experience
- Completes work in an efficient, timely and accurate manner
- Enjoys working in fast-paced environment with a high sense of urgency
- Ability to independently problem solve and make recommendations for resolutions
- Seeks out internal experts and utilizes their knowledge
- Committed to following established processes
- Focused on details and follow through
- Proficiency with Microsoft Office and ability to learn internal software programs and applications