What are the responsibilities and job description for the Customer Support Specialist position at This?
The Customer Support Specialist serves as the main point of coordination between customers, sales representatives, subcontractors, and internal teams throughout the order, installation, and service process. This role is responsible for proactively communicating project updates and responding to customer and internal issues in a timely manner through email, text, or phone.
This role ensures projects continue to progress toward completion from the time products arrive at our warehouse through delivery, installation, project completion, and any needed service.
This person is responsible for keeping customers and project partners informed, managing schedules and deadlines, resolving issues, and ensuring important details and follow-up are completed throughout each project.
Duties and Responsibilities
- Coordinate projects from product arrival through delivery, installation, completion, and service.
- Communicate with sales representatives, customers, subcontractors, and other team members regarding project schedules, deliveries, installations, and service needs.
- Coordinate product delivery and installation schedules and communicate changes or delays to the appropriate people.
- Respond to customer questions and concerns in a timely, professional manner.
- Identify and resolve project issues and determine the root cause to help prevent similar problems in the future.
- Schedule service appointments, order necessary service parts, and maintain related documentation.
- Maintain accurate project information, paperwork, and follow-up throughout the order and delivery process.
- Use Pella software and internal systems to track orders, schedules, deliveries, service needs, and outstanding work.
- Follow company policies and established processes.
- Meet department performance goals and help manage outstanding projects and deadlines.
- Be responsive and proactive in communication, take ownership of responsibilities, and work with a sense of urgency in a fast-paced environment.
- Provide accurate information regarding products, pricing, contracts, quotes, schedules, and other project details.
- Build positive working relationships and provide a high level of customer service.
- Represent Pella Products of Kansas City professionally and with integrity.
- Perform additional duties as assigned.
- Health insurance plan options with low out-of-pocket premiums that include prescriptions, behavioral health, and telemed services.
- Wellness program with enrollment in a company offered medical plan
- Dental benefits (including orthodontia)
- Vision benefits
- 100% company paid life insurance and long term disability insurance with option to buy-up additional coverage
- Supplemental health protection plans (accident, critical illness, hospital indemnity)
- Employee Assistance Program which offers free counseling, financial wellbeing support, and travel resources.
- 401(k) with company match with access to free financial planning and consulting services
- Paid Time Off
- Volunteer Time Off
- Cell Phone Allowance