Concept:              Customer Call Center Agent

Pella CorporationCustomer Call Center AgentPortland, ORThe ideal candidate would reside in the Portland Metropolitan Area, as relocation benefits are not available for this position. Bi-Lingual (English/Spanish) a plus.POSITION SUMMARYPella Corporation is seeking a motivated Customer Call Center Agent for our Portland Operations facility located near Gresham, Oregon. Be a part of our high energy, fast-paced team with significant opportunities for growth.Pella Corporation is an innovative leader in creating a better view for homes and businesses by designing, testing, manufacturing and installing quality windows and doors for new construction, remodeling and replacement applications. As a family-owned and professionally managed privately-held company, Pella is known for its 84-year history of innovation, making outstanding products, providing quality service and delivering on customer satisfaction. Headquartered in Pella, Iowa, the company provides careers for about 8,600 team members is committed to incorporation new technologies, increasing productivity, and practicing environmental stewardship. SUMMARYAssists with planning and executing all aspects of customer support. Duties include but are not limited to: answer incoming calls through a call distribution system, frequent contact with outside consumers, interface between Pella Corporation, Pella National Accounts (NA), and Pella Sales Branches (PDSN). Required to respond to all contacts (including calls, emails, and written correspondence), coordinate tasks, and special projects as requested. This position requires excellent interpersonal, written and verbal communication skills. Due to high stress situations that may require intense mental application, problem-solving skills are a must. Job involves using independent judgment with limited guidance or supervision. A complete understanding of Pella product knowledge and applications is required to perform the job.Responsible for assisting with the identification, development, and implementation of programs, policies, and procedures, which support total customer satisfaction, both internally and externally, where applicable to this position.Also responsible for receiving and acting upon all contacts, from consumers/NA/PDSN relating to any customer concerns. Maintaining excellent customer relationships with all internal and external customers will be required of this person.In addition, is required to analyze information and exercise a high degree of professionalism to insure that both the customer’s needs and the corporation’s well-being are taken into consideration. In many instances, will work closely with both a consumer and a NA/PDSN exercising proper judgment/authority in dealing with confidential material to bring an issue to a satisfactory conclusion.Will be required to develop a working knowledge of all products manufactured by the corporation (including acquisitions), both current and historical. Similarly, will be required to obtain the knowledge to access detailed specifications of all products. Must be able to communicate intelligently and accurately with consumers on technical issues.Will be expected to maintain a detailed and accurate written record of all transactions between themselves and consumers, in the event a customer-related problem should arise at a later date.In addition, will assist with the training of new personnel as added to the department. EDUCATION and/or EXPERIENCE One year certificate from college or technical school; or Associate's degree (A.A.) from two year college or technical school; and three to six months related experience and/or training; or equivalent combination of education and experience.LANGUAGE SKILLS Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. 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 apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.COMPUTER SKILLS Word, Excel and Power Point.Hours required include days, evenings (through 7:00 p.m Pacific Time), possible rotating weekends (Saturday and Sunday hours to be determined at a later date.), some holidays, and possible overtime. Scheduled hours may vary weekly. Pella Corporation is an Equal Opportunity Employer and is committed to workforce diversity. Pella is a Smoke Free Environment. Pre-offer background check and post-offer drug screen required.