Job Description

Starting at $13.50/hr, the Part Time Centralized Sales Scheduling Representative is responsible for: providing customer service support for the Inbound Sales Program, promoted through our marketing and sales teams at Pella. In this role, you will handle inbound inquiries, and set appointments for in-home consultations. This person is responsible for, but not limited to providing excellent customer service with outside consumers. This position requires excellent interpersonal, written, and verbal communication skills. Job involves using independent judgement with limited guidance or supervision. The person in this position is expected to carry out the duties efficiently, attentively, and conscientiously.

Part time position shift: 15 to 19 hours/week, no vacation or benefits.

Monday – Friday: 6:00 pm – 9:00 pm (CST) Candidates will work with the business to select the days they work during the week.

Saturday: 1:00 pm – 7:00 pm (CST) REQUIRED shift

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Set in-home consultations by handling inbound contacts in a courteous, timely, and professional manner in a call-center environment.
• Utilize systems and technology to accurately document and process customer claims in appropriate systems
• Follow all required scripts, policies, and procedures
• Ensure first call resolution through problems solving and effective call handling
• Appropriately escalate customer issues with the managerial team
• Comply with requirements surrounding confidential information and personal information
• Stay up to date on changes to program knowledge, systems, and processes by attending meetings and completing any continuing education training
• Adhere to all attendance and work schedule requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

High school diploma or general education degree; and six months related experience is desirable.

LANGUAGE SKILLS

Excellent verbal and written English language skills are required as well as excellent customer service skills. Ability to read, interpret, understand and explain documents such as sales processes, product specifications or warranty manuals. Ability to effectively explain information to others, gather information from others, and respond appropriately to questions from customers, coworkers and managers. Must display excellent phone and email etiquette. Must be able to demonstrate appropriate attitude for the situation when interacting with customers or coworkers.

MATHEMATICAL SKILLS

Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. Ability to apply concepts of basic algebra and geometry.

REASONING ABILITY

Ability to understand, define problems, collect data, establish facts, and draw valid conclusions. Ability to deal with problems involving several concrete and abstract variables in a variety of situations.

COMPUTER SKILLS

Average proficiency with Microsoft® Office software applications. Ability to navigate on web-based applications. Will be expected to develop proficiency in Pella proprietary software. Moderate typing skills are required. Ability to multi-task on computers- typing and comprehending information simultaneously.

CERTIFICATES, LICENSES, REGISTRATIONS

None required.

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; 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.