Case Management Customer Experience Specialist

SUMMARY Collaborates with Pella Corporation’s internal and external teams on complex and escalated cases for Retail, National Account and Commercial business segments, while providing accurate, prompt, and courteous customer service.
These teams include National Account Sales, Pella Direct Sales Network personnel, Corporate personnel, homeowners, contractors, architects/engineers, manufacturing personnel, and distributors.
Coordinates all aspects of customer service, including working with other departments as required.
This position requires advanced interpersonal, written and verbal communication skills.
Problem-solving skills are a must.
The role involves using independent judgement with limited guidance or supervision.
Must be able to demonstrate exceptional organizational skills, attention to detail, prioritization, and coordinate tasks to meet deadlines.
ESSENTIAL DUTIES AND RESPONSIBILITIES include the following.
Other duties may be assigned.
Responsible for Commercial recovery efforts by acting as liaison between legal, engineering, plant, branch and other internal/external contacts.
Phone responsibilities may include up to 5-10% of daily workload.
Demonstrates the ability to handle highly visible, escalated cases with an emphasis in improving customer satisfaction and preventing future issues while mitigating risk.
Develop, research, and present escalated cases to senior management and internal legal team.
Works with our legal department to manage highly complex customer situations to ensure a complete and satisfactory resolution is provided, including: preparing and documenting warranty amendments & releases; responding to subrogation, pre-arbitration & attorney written requests; performing documentation searches for litigation preparations; processing in-field safety & product performance claims.
Respond to customer escalations through written correspondence, which includes letters directed to the executive and president level, which may include subrogation, arbitration, and attorney matters.
Handles ambiguity and communicates complex and technical concepts in terms the customers understand.
Demonstrates critical thinking skills and the ability to work independently while consistently meeting or exceeding quality expectations.
Manage class action data collection.
Manage projects of a complex nature.
Responsible for the identification, development and implementation of programs, policies and procedures which support total customer satisfaction, both internally and externally, where applicable in relation to this position.
A subject matter expert in all products manufactured by the corporation (including acquisitions), both current and obsolete.
Similarly, will be required to obtain the knowledge to access detailed specifications of all products.
Maintains detailed, accurate records of all communications and transactions with customers so that there is an accurate audit trail for future use.
Analyze information and exercise a high degree of professionalism to ensure that both the customer’s needs and the corporation’s well-being are taken into consideration.
Must use independent judgment to interpret the customer’s request, how it fits into the warranty, and determine the most appropriate action, exercising proper judgment/authority in dealing with confidential material to bring an issue to a satisfactory conclusion.
This position gives the flexibility to work from home.
SUPERVISORY RESPONSIBILITIES This job has no supervisory responsibilities.
QUALIFICATIONS 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 (GED); and one to two years related experience and/or training; or equivalent combination of education and experience.
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 add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, percentages, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
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 Ability to navigate on web-based applications.
Will be expected to develop proficiency in Pella proprietary software including Outlook and Microsoft Teams.
Moderate typing skills are required.
Ability to multi-task on computers in conjunction with 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.
The noise level in the work environment is usually moderate.