Customer Assurance Coordinator

Build your career, design a future at Thompson Creek. We are the premier home improvement replacement products company serving the Mid-Atlantic region for more than 40 years. We’re proud of our history, and proud to help our communities improve the comfort and conditions of their homes. We are looking for an organized, goal oriented, problem solver to join our team as a Customer Assurance Coordinator.

The Customer Assurance Coordinator is responsible for delivering world-class customer service, keeping in mind the values of Thompson Creek Window Company. The Customer Assurance Coordinator serves as a primary, dedicated liaison between the customer and the company concerning service repairs to complete customer service requests on time. The Customer Assurance Coordinator uses discretion to resolve issues or escalate to management when necessary.

ESSENTIAL FUNCTIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

• Manages the service repair process including scheduling the repairs, ongoing customer service, and overall customer satisfaction.
• Assumes the role of the primary contact and leader in the service repair process, overseeing the repair job from inception to completion. Adheres to Thompson Creek’s established policies and procedures to resolve disputes and employs standardized methods in all customer interactions.
• Prepares service paperwork for Service Department Managers and Service Technicians daily.
• Ensures timely and accurate order entry for products and ensures all deliverables are met.
• Maintains customer records and documents all interactions with customers, as well as any events pertaining to the service request.
• Processes service agreement, deposits, and collects final payment upon completion of billable services.
• Develops expert product and process knowledge to understand and problem solve the service issue, providing customers with solutions and results to minor service issues.
• Uses independent judgment and discretion to resolve customer issues; escalates to management as necessary.
• Generates and analyzes daily reports to determine action needed to manage customer’s service need through completion.

SKILLS & ABILITIES

• Education & Experience: Bachelors’ Degree and at least 2 years of customer service experience; any equivalent combination of education and experience; prior project coordination or project management experience preferred.
• Computer Skills: Must be competent in Microsoft Office (Word, Excel, Outlook). Ability to develop competency with CRM and ECC systems.

Thompson Creek offers a generous benefits package including:

• Medical Plan with HSA
• Prescription Drug Plan
• Dental Plan
• 401k with Immediately Vested Company Match
• Educational Assistance
• Company-paid holidays
• Paid Time Off
• Additional Voluntary Benefits
• On the job training and professional development

About Thompson Creek

Thompson Creek Window Company is a privately owned and family-operated manufacturer and installer of energy-efficient home improvement replacement products. Founded in 1980, Thompson Creek began as a manufacturer of energy-efficient, maintenance-free vinyl windows. Since that time, Thompson Creek has evolved into one of the leading specialty home improvement contracting companies in the nation. The company’s product mix includes replacement windows and doors, vinyl siding and a clog-free gutter system. Thompson Creek is headquartered in Lanham, MD with a state-of-the-art 120,000 square foot manufacturing facility in Upper Marlboro, MD.

Drug-free Workplace

Thompson Creek Window Co participates in the E-Verify program

EOE

Pay range: $21 to $22.95 per hour