Customer Care Specialist

Customer Care Specialist - Renewal By Andersen - Salt Lake City, UT

About Renewal by Andersen

Renewal by Andersen - SLC is the window replacement subsidiary of Andersen Corporation, a company that has revolutionized the window and door business for more than 110 years. Drawing on the Andersen tradition of over 100 years of quality, innovation and craftsmanship, Renewal by Andersen was founded with the objective to stand apart in the products we provide and, in our standard, to give our client’s the best window and door replacement experience.

Since opening our first store in Minnesota in 1995, Renewal by Andersen Corporation has rapidly grown to more than 100 markets in the U.S., becoming one of the largest replacement window companies in the country.

As an organization, we take pride in our outstanding leadership, innovation, expertise, customer service and we are excited to bring on a team member who shares these same values.

Job Overview

Renewal by Andersen has an immediate opening for a Customer Care Specialist. The Customer Care Specialist ensures homeowner satisfaction after Window and Door installations by conducting follow-up-calls, resolving concerns, and encouraging homeowners to share their feedback through our installation surveys. Additionally, this role includes managing accounts receivable tasks, such as collecting final payments and maintaining accurate financial records. The Customer Care Specialist will work directly with the Operations Team, which includes but is not limited to; our installation crews, service technicians, drywallers. Strong communication, attention to detail, and customer service skills are essential.

Position Type: Full-time, benefited, non-exempt, at-will position.

Salary: $18 to $20 per hour; based on experience.

Schedule: Monday through Friday, 9:00 a.m. to 6:00 p.m.

Best Candidate Qualities:

• Fun, friendly, and positive attitude.
• Outgoing personality and ease when talking with the public.
• Outstanding customer service.
• Clear and concise written and verbal communication.
• Good organizational and communication skills.
• Dependable and timely.

Duties & Responsibilities:

• Works directly with homeowners to ensure satisfaction post-installation.
• RForce file management; including closing out of files once a job has been completed.
• Proactively reach out to homeowners’ post-installation to ensure satisfaction, collect survey responses, and address concerns.
• Encourage and obtain 10/10 satisfaction survey ratings from homeowners.
• Appointment calendar management; includes providing reminder correspondence and scheduling of services for service work, paint, drywall, and/or stucco at job sites.
• Collection of final payments once the project is completed.
• Collaboration with internal teams to address any customer issues.
• Must be an information guru in collecting, organizing, and disseminating important information to homeowners and installers. Transparency and the communication of special requests and/or job technicalities is vital.
• Monitors outside hazards; including weather conditions and location concerns/issues.
• Assists with install scheduling as operational needs dictate.
• Assist in other day-to-day office admin functions as needed.
• All other duties as assigned.

Qualifications:

• High school diploma or equivalent.
• Effective listening and communication skills.
• Ability to multitask.
• Works well and remains calm under pressure.
• Excellent time management, organizational skills, and superior attention to detail.
• Ability to work well with a variety of personalities and effectively build relationships.
• Must be a team player.
• Computer proficiency, including Office 360 (Outlook, Word, Excel, etc).
• Customer service experience.
• Experience with Sales Force preferred.
• Employment offer contingent on a clean, basic background check.

Working Conditions:

• Working in indoor office space with regular noise levels consistent with a business environment.
• Work with a group or as part of a team.
• Work near other people, but usually have a few feet of space separating them from coworkers.

Physical Requirements:

• Able to remain stationary in the desk cubicle area for extended periods of time.
• Able to communicate verbally and interpret customer needs through exchange of information.
• Manual dexterity to enter text or data into a computer or other machine by means of a traditional keyboard or telephone keypad.
• Able to hold, grasp, turn, and lift objects for work purposes (such as office equipment).
• May be required to use mobility of upper body, as well as have mobility to move within office space as required.
• Able to lift and/or move up to 25 lbs (as necessary).

Supplemental Information:

• Considering operational needs, schedule flexibility may be provided.
• Ability to arrive to scheduled shifts in a timely manner.

Benefits:

• Health insurance
• Health savings account
• Dental insurance
• Vision insurance
• 10k paid group life insurance
• Life insurance
• 401(k)
• 401(k) matching
• Paid time off

EEO Statement

Chisl, Inc dba Renewal By Andersen - SLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.