What are the responsibilities and job description for the Customer Experience Associate position at Renewal by Andersen of Charleston and Hilton Head?
Summary
As a Customer Experience Associate, you will be responsible for managing and enhancing the overall customer experience during and after the sales process. This role involves effective communication, problem-solving, and collaboration with various internal teams to address customer inquiries, resolve issues, and ensure a seamless customer journey.
Qualification Requirements
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.
Minimum Qualifications
- Associates degree or equivalent work experience
- 2-3 years of customer care experience/management
Knowledge, Skills, and Abilities
- Must be able to maintain professionalism and respectful demeanor with customers
- Must be fluent with Microsoft Excel/Outlook
- Organizational skills, follow up, and attention to detail
- Must be able to organize & prioritize
- Flexible and resilient to adapt to multiple demands, shifting priorities, and changing business conditions
- Ability to work independently
Essential Functions
- Partner with our sales staff to serve as point of contact for customers
- Build rapport with customers by maintaining constant contact via phone, email, or text
- Drive the highest standards of ethical behavior by providing accurate information throughout the customer experience
- Multi-task effectively in a high-volume environment while maintaining a positive attitude
- Deliver high levels of empathy and trust to customers
- Provide clear and consistent communication
- Present a WOW factor with each customer interaction
- Other job duties as assigned
Physical Demands
- Sitting for Extended Periods
- Computer Use
- Meetings and Collaboration
- Telephone Communication
- Document Handling
- Communication
Work Environment
- Office Setting: The work is typically conducted in an office environment with access to computers, phones, and other necessary tools for managing customer interactions.
- Customer Service Center: Customer Experience Associates often work in a designated customer service center or department within the company's office.
- Multitasking and Time Management: Customer Experience Associates may need to handle multiple customer inquiries simultaneously, requiring effective multitasking and time management skills.
- Training and Development: Participation in training programs to stay updated on products, services, and customer service best practices.
- Technology Use: Regular use of customer relationship management (CRM) systems, ticketing systems, and other technology tools to manage customer interactions and record details.
- Adherence to Policies and Procedures: Ensuring that customer interactions adhere to company policies, industry regulations, and ethical standards.
THE RENEWAL BY ANDERSEN STORY
Renewal by Andersen is the full-service window-replacement division of 120-year-old Andersen Corporation, the owner of the most trusted family of window brands in America. Renewal by Andersen was founded with a mission to redefine the industry and to offer a different—and better—window-replacement experience. Renewal by Andersen has 10 company-owned locations and over 50 independently owned “affiliates” across the United States.
Harborview Windows and Doors, LLC, is a fresh expansion opportunity from the Renewal by Andersen ownership group of Charlotte, bringing its industry-leading expertise and best-in-class culture to the Charleston and Hilton Head markets. As part of the trusted S&L Windows family, operating in Charlotte, NC; Columbia, SC; and Greenville/Asheville/Spartanburg, Harborview is poised to deliver the same commitment to quality, reliability, and exceptional customer care. Guided by a Green Diamond service mindset, Harborview offers superior products and a team dedicated to building lasting relationships within the community, while continuing the family-owned tradition of giving back through active involvement with local charities.
Renewal by Andersen is a proud equal opportunity employer. We are committed to fair hiring practices and to creating a welcoming environment for all team members.
NON-DISCRIMINATION – Renewal by Andersen of the Carolinas is an Equal Opportunity Employer. This position shall be filled on the basis of qualification and ability to perform the essential functions of the job and without regard to race, religion, color, sex, age or national origin.
