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National Service Assessment Concierge

2 months ago

Cottage Grove, United States Andersen Full time

Renewal by Andersen is a pioneer in the window and door industry, and innovation is a huge part of who we are. Renewal by Andersen Signature Service combines the perfect combination of the best people in the industry, a superior process, and an exclusive product. As such, we take great care in building a team of skilled, passionate Difference Makers, caring for our team members' personal and professional growth, and celebrating our differences. We are committed to an inclusive and diverse workplace where all people feel respected, valued, and driven to realize their full potential. We always have opportunities for our team members to give back to the causes they're most passionate about, and as an Energy Star Partner of the Year for many years, Renewal by Andersen is committed to environmental health and sustainability. If you want to be a Difference Maker, Renewal by Andersen is the place for you.

National Service Assessment - Concierge Representative 

Provide a world class customer experience by answering customer calls and directing the customer to the person or department they are attempting to contact.  Market variation in customer contact methods create increased non-service calls coming into the service department.  This position will provide human interaction with the customer and support by listening and guiding to the appropriate department to serve them.

PRIMARY RESPONSIBILITIES

Inbound Call Handling - Answer inbound calls to the NSA Team, listen to understand the customer's need, direct caller to appropriate department, confirm appointment, confirm order status, support customer. Appointment Confirmations via call/email/SMS Outbound Calls - Access team voicemail and follow up with customers. Data Collection - Upon call completion, utilize wrap codes to collect data to define reasons for customer calls. Process improvement - Maintain an environment of continuous improvement by suggesting and supporting process improvements. Other team support activities as assigned by supervisor.  Ex. Administrative tasks supporting PTO coverage.

QUALIFICATIONS AND SKILLS

Customer service, process development, and call center environment experience helpful Knowledge and experience of Renewal retail technology platforms (rForce, Mitel, brightmetrics, TechSee) is preferred. Understanding of current technology and department process. Product, installation, and service application knowledge is preferred. Demonstrated ability to overcome objections, negotiate positive outcomes and present positive image of the company. High level of emotional intelligence and listening skills Strong written and verbal communication skills, ability to build relationships at all levels. 

CULTURE AND BENEFITS  

"Be Orange. Be You" is how we express our belief that by embracing our differences and empowering you, we'll be a stronger team able to accomplish what otherwise wouldn't be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most.** It's also why we're committed to supporting you to approach each day with a bright outlook. 

Benefits include, and are not limited to: 

Medical/Dental/Vision/Life Insurance  Health Savings Account contributions  Paid holidays plus PTO   401(k) plan & contributions  Professional development and tuition reimbursement opportunities  Charity contributions Nationwide career opportunities 

In 2024, Andersen has set a profit-sharing target of $4,000 per eligible employee, prorated as appropriate. Profit sharing will be paid out in quarterly installments to provide eligible employees with payments throughout the year, with payment amounts tied to quarterly operating profit performance.  

Andersen is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law

      Posting City: Cottage Grove, MNPDN-9cf11f28-4adb-4ae6-b2b5-b45f6f06a7e1