What are the responsibilities and job description for the Customer Engagement Manager position at The Birner Group, Renewal By Andersen?
Are you passionate about delivering exceptional customer service and enhancing customer experiences? Renewal by Andersen, the full-service window replacement division of Andersen Corporation, is seeking a dedicated Customer Engagement Manager to join our team. With over 120 years of innovation in the window and door industry, we pride ourselves on our commitment to excellence and customer satisfaction.
About Us: Renewal by Andersen is the largest replacement window company in the U.S., serving over 100 markets nationwide. Our mission is to provide energy-efficient, custom-made windows with professional installation, ensuring optimal performance and customer delight.
Key Responsibilities: As a Customer Engagement Manager, you will analyze customer feedback and data to identify areas for improvement and develop action plans. You will collaborate with cross-functional teams to ensure consistent customer engagement at all touchpoints. Your role will also involve:
- Responding to social media reviews and post-appointment/project surveys within 48 hours.
- Addressing negative survey complaints and responses through calls and emails to work towards positive solutions.
- Working closely with the COO and VPs to close the loop on all open complaints.
- Soliciting Google and Facebook reviews to drive our reputation score to 800 .
- Providing training and development for department leaders.
- Monitoring customer satisfaction metrics and using data for continuous improvement.
- Staying updated on industry trends and best practices in customer engagement management, networking with other Customer Engagement Managers in the Renewal by Andersen network and attending Department Alignment and Green Diamond meetings regularly will also be essential. You will collaborate with teams to achieve Green Diamond status for all five locations.
Requirements: To be successful in this role, you should have proven experience in customer service or customer engagement management, strong analytical skills to interpret customer feedback and data, and excellent communication and interpersonal skills. The ability to work collaboratively with cross-functional teams, proficiency in using customer service software and tools, strong problem-solving skills, and a proactive approach to addressing customer issues are also important. Knowledge of industry trends and best practices in customer engagement management will be beneficial.
Benefits: We offer comprehensive health coverage, including medical, dental, vision, and life insurance. Our financial wellness benefits include contributions to a Health Savings Account and a 401K plan with a yearly bonus. We value work-life balance, providing paid holidays, PTO, and a supportive culture. Employees also enjoy special product pricing.
Join us at Renewal by Andersen and be a part of a team that values excellence, integrity, and customer satisfaction. If you are a driven and passionate Customer Engagement Manager looking to make a difference, we want to hear from you!
Salary : $60,000 - $90,000
