Job Description

Do you feel called to help others alongside a brand that takes care of its customers and team members alike? You aren’t afraid to deliver above and beyond, tailoring a custom experience for each person calling for help while being backed by a personal team of professionals who want to share in your successes.

Is delivering exceptional customer service a strength of yours? You are here because you choose to encapsulate these attributes for further success of the brand as well as the clients who work with us to make a difference!

Do you enjoy solving complex problems and providing continual learning for customers and clients? Instilling the knowledge that each customer needs to move forward successfully in their decision-making and problem-solving leads to efficiency and independence in the future.

Do you excel at making people feel comfortable and confident in your abilities? Taking the time to walk them through their issue can be a game-changer in someone’s day. You are the first responder regarding their inquiry and will turn a stressful situation into a positive outcome when they realize you have their issue under control and are here to help!

How would you like to be our new Customer Care Associate?

Join the Customer Experience Team

We are looking to hire talented customer care associates to work in our team-based Customer Experience area at Pella Corporation. As a customer care associate, you will be able to use your organization, problem solving, and multi-tasking skills while responding to customer needs either on the phone or through written communication. With your ability to listen attentively and desire to create a positive problem-solving experience, you are in a critical role to make a difference in our customer’s mind and to establish and solidify their confidence in Pella.

A brand that takes care of its customers while backing them with the knowledge they need, Pella Corporation is proud to design and manufacture high-quality windows and doors that enrich the lives of our consumers. While we are a leader in technology and product innovation, we are also privately held and focused on our people. At Pella, we want to help you find what makes you an extraordinary team member. That’s why we offer stability in workload year-round, individualized talent development plans, cross-functional experiences, and opportunities for career advancement through personal and professional development. Our team-based structure provides a genuine learning experience, ability to tackle questions effectively, and the engagement of a close-knit group working towards the same goal.

Our national brand is supported by 8,000+ employees at 17 manufacturing sites and 90+ sales branches across the country who are dedicated to serving our customers with Pella Passion — a way of being that inspires us to go above and beyond for each other, our customers, and our communities. Pella Passion has guided our actions for 100 years and will carry us forward as we capture our rare blend of inspired design and exceptional detail in our work and our lives.

Why you will love this job:

• Stay busy. You and your team are engaged in customer interactions your entire shift, solving problems and answering inquiries about service and products for individuals from all backgrounds.
• Flexible shift. Depending on your schedule, shift times will vary to ensure we meet customer needs.
• Career advancement. There will never be a dull moment when it comes to learning new processes and building your portfolio to be a driven and successful customer experience expert.
• Team Environment. Working in a team-based environment, you will be collaborating each day to solve issues, learning more for yourself each day to educate and drive results for all customers.
• Great benefits to suit your life and any bumps along the way – Pella has your back!

Benefits at a Glance

• Full-time
• Remote/hybrid work available after business performance requirements are met
• $15.75 hourly starting rate – paid each Friday
• Medical/dental insurance coverage beginning the first of the month after date of hire, as well as flexible spending and health savings account options
• Paid holidays and vacation time
• Annual Incentive Plan
• 401k Profit Sharing - Pella will give back a portion of pre-tax profits to add to your retirement portfolio

ADDITIONAL INFORMATION:

• Customer Experience Center team members are available for shifts Monday-Friday from 7:00am-5:00pm with shift times depending on customer needs— this time includes a rotating Saturday
• The opportunity for a quarterly shift bid will be performance-based.
• This role is uniquely hybrid in that there will be opportunities for onsite as well as remote work.

Job duties for this customer experience associate may include, but are not limited to:

• Answering inquiries via phone 90-100% of your day
• Obtaining working knowledge of all products and applicable procedures
• Communicating intelligently and accurately with consumers on technical issues
• Analyzing information, exercising problem solving skills, and being equipped with a high degree of professionalism to ensure customer needs are met
• Maintaining detailed and accurate record of all transactions
• Assisting with the training and mentoring of new personnel

Job qualifications for the Customer Care Associate include but are not limited to:

• One year in related experience or training, or equivalent combination of education and experience is desirable
• Proficient with Excel, Word, and Outlook
• Ability to type efficiently to utilize computer and phone systems simultaneously

• Strong verbal and written communication

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee is occasionally required to stand and walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus.

WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

The noise level in the work environment is usually moderate.

CONDITION OF EMPLOYMENT

Pella Corporation is committed to workforce diversity. Pella is a Tobacco-Free Work Environment. Pella participates in E- Verify. Pella will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS), with information from each new employee's Form I-9 to confirm work authorization.

EQUAL EMPLOYMENT OPPORTUNITY

Pella Corporation provides a working environment free of discrimination and harassment. Pella Corporation treats all persons equally, regardless of race, sex, religion, national origin, age, or disability, as each is protected under federal law. A number of states in which Pella operates have laws protecting classifications of team members not necessarily protected under federal law. Therefore, Pella also treats all persons equally, regardless of political affiliation and belief, pregnancy, national origin, age, creed, marital status, military status, sexual orientation, mental disorder, veteran status, ancestry or handicap as each category is protected under a municipal ordinance or state law.