Customer Support Specialist

Overview
This position plays a critical role in ensuring customer satisfaction by managing post-sale service requests, resolving technical issues, and coordinating field service activities. This role requires a solution-oriented mindset, strong organizational skills, and the ability to communicate clearly and professionally with customers, technicians, and internal departments. The Service Coordinator is often the primary point of contact for service-related needs and is responsible for ensuring a seamless and timely resolution for each customer interaction.

This position demands high attention to detail, the ability to manage multiple priorities, and a strong sense of ownership in delivering exceptional service experiences.

Duties And 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.
• 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.

PPKC values our team members and offers a total rewards package that supports the health, life, career and retirement of our team members. The available plans and programs include:

• 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

Preferred Education And Experience

• 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.