Virtual Assessment Technician

Virtual Service Technician - Windows and Doors - Office Based

Renewal by Andersen - Hayward, CA

COMPANY OVERVIEW:

Renewal by Andersen® careers offer unrivaled opportunity! Our employees bring to life our key core values: integrity, alignment, achievement, balance and commitment. If these values are important to you too, we want you on our team! Renewal by Andersen® windows are the highest quality replacement windows on the market. For more than 115 years, Andersen has been the world’s largest and most recognized brand for exclusive window and door systems. In addition, to our high-quality products and signature service, we empower our employees to deliver excellence and joy to the home improvement experience.

JOB SUMMARY:

The Virtual Assessment Technician (VAT) will be responsible for utilizing our visual assistance software to support and supplement field operations. The VAT will create a path to service resolution by walking the homeowner through a remote fix, or through building out a highly detailed work order with pictures and notes to ensure the field resource is equipped to address all items in a single visit. The VAT will also be responsible for updating the homeowner on their warranty status and communicating costs associated with out of warranty repairs. This will include gathering details for any orders needs, collecting material deposits, and shipping parts as needed. They will perform follow up and job site virtual inspections with a variety of field resources to ensure quality resolution of installation, job sites visit, and service work orders.

REPORTS TO: Service Manager

DUTIES AND RESPONSIBILITIES:

- Perform virtual inspections of installed windows and doors for service issues.

- Intake incoming service requests and gather relevant details to set service up for first time completion of future appointment.

- Utilize virtual assessment tool to diagnose or resolve incoming service request.

- Prepare job site work orders with detailed pictures, notes, punch list items, and materials needed to complete appointment.

- Provide path to resolution for homeowner service issues.

- Gather necessary details and photo documentation to provide to the field technician or to the order specialist to facilitate product orders.

- Perform follow up of assessed job to ensure customer satisfaction and completion of the project.

- Quote out of warranty status to homeowner and provide quotes for work and product not covered by the warranty.

- Perform job close and service close virtual inspections for quality assurance.

- Perform remote job site visits with field resources.

- Document milestones and customer contact within the system of record

- Attend company meetings and seminars as required.

- Any other duties or responsibilities deemed necessary by management.

QUALIFICATIONS:

- Minimum 2-3 years of customer service experience.

- Minimum 2-3 years' experience in the home improvement industry with a focus on window and door installation

- Technical window and door experience in installation or repair is a plus

- Excellent customer service phone and email skills.

- Intermediate to advanced computer and typing proficiency.

- Excellent verbal and written communication skills.

- Proven ability to listen.

- Ability to multitask.

- Excellent organizational skills.

- Strong attention to detail.

- Sense of urgency in identifying quick resolution to issues presented.

- Flexibility and ability to adapt well in a changing and challenging environment.

Compensation:

- An hourly rate of $28-30 based on experience.

·  401k with company match

·  Health insurance (medical, vision, dental) and supplemental life insurance)

·  PTO - vacation, sick, and holiday pay

·  Prorated Backup Family Care (10 days)

·  Student Loan Repayment Program and Student Tuition Reimbursement

-  Access to Employee Perks Program

If this sounds like an exciting challenge to you, apply now! We are always looking for motivated talent to join our team. To apply, please email your resume to khayes@windowsbyrba.com

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

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We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. 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. 

Salary : $28 - $30