Pella Products of KC, Inc. · 3 weeks ago
Customer Support Specialist - Parts & Warranty
Lenexa, KS
Full-time
Onsite
Entry, Mid Level
2+ years expPella Products of KC, Inc. is focused on delivering exceptional customer service, and they are seeking a Customer Support Specialist to manage post-sale service requests and resolve technical issues. This role will serve as the primary point of contact for service-related needs, ensuring timely and effective customer interactions.
ConstructionHome ImprovementHome RenovationRetail
Hiring Manager
Jessica D.
Responsibilities
Respond to customer inquiries via phone, email, and in-person interactions, gathering necessary details to identify issues and recommend appropriate solutions
Schedule service appointments for field technicians and follow up with customers to confirm service details and timelines
Greet and assist walk-in customers needing service, parts, or product support
Accurately enter service orders and update customer records in Pella systems
Return customer calls in a timely manner and document all interactions with detailed notes
Create and close warehouse loads for parts pulling, coordinating pickups and deliveries as needed
Ship parts directly to customers when in-person service is unavailable
Communicate daily with field technicians to ensure timely completion of assigned service events
Partner with internal teams to source special-order or vintage parts not typically stocked
Utilize systems and tools to research part numbers, confirm availability, and process orders
Identify both current and discontinued parts through Corporate systems to support customer needs
Maintain basic knowledge of Pella product lines to support accurate troubleshooting and customer assistance
Pull parts from warehouse inventory and prepare them for technician delivery or customer pickup
Generate accurate service quotes and communicate pricing, timelines, and expectations to customers
Secure approvals and payments prior to dispatching service, adjusting quotes as needed
Process credit card or check payments and support collections efforts for past-due accounts
Collaborate with Accounting to resolve stuck invoices, billing errors, and credit requests with proper documentation
Answer overflow calls and provide back-up support for the front office and sales support teams as needed
Contribute to a positive, customer-first service culture by actively participating in team meetings and improvement initiatives
Perform additional duties and projects that are assigned by manager or company officers
Qualification
Required
Solution-oriented mindset
Strong organizational skills
Ability to communicate clearly and professionally with customers, technicians, and internal departments
High attention to detail
Ability to manage multiple priorities
Strong sense of ownership in delivering exceptional service experiences
Respond to customer inquiries via phone, email, and in-person interactions, gathering necessary details to identify issues and recommend appropriate solutions
Schedule service appointments for field technicians and follow up with customers to confirm service details and timelines
Greet and assist walk-in customers needing service, parts, or product support
Accurately enter service orders and update customer records in Pella systems
Return customer calls in a timely manner and document all interactions with detailed notes
Create and close warehouse loads for parts pulling, coordinating pickups and deliveries as needed
Ship parts directly to customers when in-person service is unavailable
Communicate daily with field technicians to ensure timely completion of assigned service events
Partner with internal teams to source special-order or vintage parts not typically stocked
Utilize systems and tools to research part numbers, confirm availability, and process orders
Identify both current and discontinued parts through Corporate systems to support customer needs
Maintain basic knowledge of Pella product lines to support accurate troubleshooting and customer assistance
Pull parts from warehouse inventory and prepare them for technician delivery or customer pickup
Generate accurate service quotes and communicate pricing, timelines, and expectations to customers
Secure approvals and payments prior to dispatching service, adjusting quotes as needed
Process credit card or check payments and support collections efforts for past-due accounts
Collaborate with Accounting to resolve stuck invoices, billing errors, and credit requests with proper documentation
Answer overflow calls and provide back-up support for the front office and sales support teams as needed
Contribute to a positive, customer-first service culture by actively participating in team meetings and improvement initiatives
Perform additional duties and projects that are assigned by manager or company officers
Exceptional customer service and interpersonal skills with the ability to handle difficult conversations calmly and professionally
Ability to define problems, collect data, evaluate options, and implement effective solutions
Organized and detail-oriented, with the ability to multi-task
Comfortable navigating Microsoft programs and learning new programs to meet the needs of the role
Skilled in data entry, recordkeeping, and database management
Strong written and verbal communication skills, with the ability to interact confidently with customers, coworkers, and vendors
Ability to collaborate across departments
Accept personal responsibility for performance and outputs
Be adaptable to change
Be an advocate of PPKC and have a team attitude
Be responsive to internal and external customers
Be responsive to PPKC team members and leaders as emergent situations arise
Preferred
High school diploma or GED required; associate degree or technical certification
2+ years of experience in customer service, administrative support, or a similar coordination role
Experience in construction, building materials, or home improvement industry is a plus
Benefits
Health insurance plan options with low out-of-pocket premiums that include prescriptions, behavioral health, and telemed services.
Wellness program and fitness device reimbursement 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
Company
Pella Products of KC, Inc.
A distributor of Pella® Windows and Doors: Pella Products of Kansas City, your locally owned window and door team, is dedicated 100% to making your window replacement and door replacement projects a worry free experience.
51-200 employees
Funding
Current Stage
Growth StageRecent News
Business Journals
2023-02-12
Company data provided by crunchbase