B2B Customer Care Associate

Benefits Overview

• Full-time employment
• Remote/hybrid work available after performance metrics are met
• Starting hourly wage of $15.75, paid weekly
• Medical and dental insurance coverage commencing on the first day of the month following the hire date, including flexible spending and health savings account options
• Paid holidays and vacation time
• Annual Incentive Plan
• 401(k) Profit Sharing: Pella contributes a portion of pre-tax profits to enhance your retirement portfolio
   

Are you motivated to assist others while representing a brand that values both its customers and employees? This role requires a commitment to exceeding expectations by providing personalized support to each individual seeking assistance. You will work alongside a team of professionals dedicated to celebrating your achievements and fostering your growth.

Is delivering exceptional customer service one of your strengths?In this position, you will demonstrate these qualities to contribute to the organization’s success and to deliver impactful results for clients, ensuring meaningful and positive interactions.

Is providing outstanding customer service one of your key strengths?You demonstrate these qualities to advance the success of our organization and deliver meaningful results for clients, making a positive impact through every interaction.

Join the Customer Experience Team!

Pella Corporation is seeking qualified Customer Care Associates to join our team-oriented Customer Experience area. As a Customer Care Associate, you will utilize organizational, problem-solving, and multitasking abilities to respond to customer needs via telephone or written communication. Your attentive listening skills and commitment to creating positive, solution-focused experiences are essential to building customer confidence and strengthening our brand reputation.

Pella Corporation is dedicated to delivering high-quality windows and doors, enriching the lives of customers through superior products and industry-leading innovation. As a privately held organization, Pella prioritizes both technological advancement and employee development. We offer year-round workload stability, individualized talent development plans, cross-functional experiences, and opportunities for career advancement through ongoing personal and professional growth. Our collaborative team structure encourages continuous learning and effective problem resolution.

Position Highlights:

• Active engagement in customer interactions throughout the shift, addressing service and product inquiries for a diverse clientele.
• Flexible scheduling to accommodate varying shift times and customer requirements.
• Opportunities for career advancement through continuous learning and skill development in customer experience expertise.
• Team-oriented environment promoting daily collaboration for issue resolution, knowledge sharing, and driving results for customers.
• Comprehensive benefits package designed to support employees through all life stages.

Additional Information:

• Customer Care Team team members are scheduled Monday through Friday from 7:00 AM to 5:00 PM, with shift times determined by customer demand. This schedule includes participation in a rotating Saturday shift.
• This position offers a hybrid work arrangement, with opportunities for both onsite and remote work.
• Start Date: January 18, 2027
  
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Job qualifications for the Customer Care Associate include but are not limited to:

• A minimum of one year of relevant experience or training, or an equivalent combination of education and experience is preferred
• Proficiency in Excel, Word, and Outlook
• Ability to efficiently type while utilizing computer and phone systems concurrently
• Strong verbal and written communication skills
   

Physical Demands

The physical requirements described herein are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be provided to enable individuals with disabilities to fulfill these essential functions.

While performing job duties, employees are routinely required to sit, converse, and listen. Occasional standing, walking, use of hands to handle objects, reaching, climbing, balancing, stooping, kneeling, crouching, or crawling [JV1] may be necessary. Employees must be able to occasionally lift and/or move up to 25 pounds. Specific vision requirements include close vision, color vision[JV2] , and the ability to adjust focus.

Work Environment

The work environment characteristics outlined herein are representative of those an employee will encounter while performing the essential functions of this position. Reasonable accommodations may be provided to enable individuals with disabilities to fulfill these essential functions.

The noise level in the work environment is generally 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.

Essential Job Duties

• Respond to customer inquiries by telephone for 90-100% of the workday
• Acquire and maintain a comprehensive understanding of all products and relevant procedures
• Communicate effectively and accurately with consumers regarding technical matters
• Analyze information, apply problem-solving skills, and maintain professionalism to ensure customer needs are met
• Maintain detailed and accurate records of all transactions
• Assist in the training and mentoring of new personnel