Job Description
Pella Windows and Doors of Idaho & Wyoming (WYIDAHO) is a Window and Door industry leader, and we strive to enhance the lives of our customers and team members. Your career at Pella will provide you with training and give you the opportunity to become an expert in your field. Enjoy a fun, fast paced and supportive culture that you can take pride in being a part of. We work hard to ensure our team has competitive pay, excellent medical insurance, bonuses, 401k retirement program, profit sharing and generous paid time off. With our positive culture and family spirit we are passionate about what we do. Our goal is to deliver E3 - Extra Ordinary Experiences for Everyone!
SUMMARY:
This position is responsible for managing the Replacement Appointment Calendar. The primary responsibilities of the role will be to provide outstanding customer service to homeowners while scheduling, confirming, and qualifying appointments for Design Consultants. This role is a critical part of the customer journey and contributes to the overall experience as well as ensuring the Design Consultants are set up for success. PRINCIPAL DUTIES AND RESPONSIBILITIES
include: the following, but not limited to: Use Pella-provided systems to call, text, and email homeowners. Follow Pella scripting and templates for various types of calls, texts, and emails. Confirm appointment dates, times, and all homeowners will be present for consultations. Make outbound calls to homeowners to ensure all qualifiers for an appointment are met. Make outbound calls to homeowners to set up consultations. Make outbound calls to move appointments up in time as the calendar changes. Make outbound calls to Call-To-Set's (CTS) in attempt to set up consultations. Reschedule appointments at customer request. Call Pella customers, post-appointment, and post-install to conduct quality assurance surveys and solicit 5-Star reviews. Work closely with Sales Manager to update, modify, and improve scripting on a continual basis. Monitoring social media leads as they come in and follow processes to set with consultations or pass information to the Trade Team. Provide timely feedback to various marketing departments to improve overall lead-setting quality. Track metrics to monitor successes and identify areas of improvement. QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The qualifications, physical demands and work environmental characteristics listed below are representative of the knowledge, skill, and/or ability required to successfully perform the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Education and/or Experience High school diploma or equivalent required. One plus year of phone or in-person customer service-related experience required. Window/door, construction knowledge is not required. Computer Skills Proficiency with Microsoft® 365 Suite and iOS systems. Communication Skills Ability to effectively present 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 present an appropriate attitude for the situation when interacting with customers or coworkers. Professional Skills Must have the ability to work independently and collaboratively with various departments. Adaptable to a changing work environment. Ability to take direct feedback and remain coachable. Physical Demands While performing the duties of this job, the employee is regularly required to sit and use hands to handle or feel, especially with use of the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear, especially in the use of the telephone and at meetings. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 45 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. Work Environment This is an in-office position with the potential to transition to a hybrid-remote. The noise level of this job is typically light. Condition of Employment:
Pella of WYIDAHO is committed to workforce diversity. Post-offer background check, MVR Check and drug screen successfully passed required. Pella participates in E- Verify. Equal Employment Opportunity:
Pella of WYIDHAHO
provides a working environment free of discrimination and harassment. Pella of WYIDAHO treats all persons equally, regardless of race, color, sex, religion, national origin, age or disability, as each is protected under federal law. Several states in which Pella of WYIDAHO operate may have laws protecting classifications of team members not necessarily protected under federal law. Therefore, Pella of WYIDAHO also treats all people 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. Pay:
$20.00 per hour Benefits:
401(k) 401(k) matching Dental insurance Health insurance Health savings account Life insurance Paid time off Retirement plan Vision insurance Work Location:
In person
