Company Overview:

You will be working with a talented, expereienced, and customer focused team who continues to go above and beyond to serve our customers. You will be empowered to share your voice and help us as we continue to set our company apart from others. Our managment team is dedicated to ensure each employee up and down the organization is set up to suceed in their position.

Position Overview:

Plan, coordinate and control the activities of the customer service team to maintain and enhance customer relationship and meet organizational and operation objectives. Continually strive for 100% “Very Satisfied” customers.

Responsibilities/Accountabilities:

• Implement customer service policies and procedures
• Communicate customer service standards
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Perform the daily operations of the customer service team
• Plan prioritize and delegate work tasks to ensure proper functioning of the department
• Ensure the necessary resources and tools are available for quality customer service delivery
• Review customer complaints, issue written and oral recommendations for the corrective action to resolve the complaint
• Track customer complaint resolution
• Handle daily customer service issues
• Monitor accuracy of reporting and database information
• Identify and implement strategies to improve quality of service, productivity and profitability
• Liaise with the Operations Manager to support and implement growth strategies
• Coordinate and manage customer service project and initiatives
• Evaluate performance of technician staff
• Identify and address staff training and coaching needs
• Take service calls, accurately communicate needs, and solutions always striving to meet the customers needs
• Determines work procedures, prepares work schedules and expedites work flow

Skills/Knowledge:

• Interpersonal skills
• Communication skills: written, verbal and listening
• Good time management and organizational skills
• Adaptability to daily changing situations
• Ability to multi task
• Some window knowlege or construction background is a plus but not required 
• Strong leadership skills are a must
• The person must also be process oriented and analytical in addition to having a strong customer focus.
• Proficiency with Microsoft Office and smart devices, and ability to learn internal software programs and application

Benefit Package:

• Starting wage is between $16-$18/hr depending on qualifications and experience. Pella Gateway offers a competitive benefit package with Health, Dental, Vision and Voluntary Term Life Insurance as well as Simple IRA match.