Service Assessment Specialist

3 weeks ago

South Saint Paul, United States Renewal by Andersen Full time
Description & Requirements

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.

This Service Assessment Specialist is responsible for communicating, diagnosing, coordinating, and ensuring all Service appointments for Corporate and Affiliate locations, by communicating directly with our customer. This position must collaborate with a broad cross-section of RbA departments and business associates including retail affiliate and corporate management, retail quality, installation crews, service technicians and external contractors. Additionally, data analysis and knowledge development which focus on identifying and prioritizing product, Installation and Service procedures and best practices are central to the position. Understands and utilizes technology and processes developed through the Field Operations team. The position focuses on assessing service to improve capacity, first time through and signature service within the network.

RESPONSIBILITIES

  • Diagnose and set qualified service appointments to achieve set metrics of service first time through.
  • Work directly with our customer to resolve installation/service process issues in a measurable timeline to ensure a positive customer experience.
  • Uses the service assessment methodology script and technology to validate services that are more complex and may are more complex and require a more experienced service technician visit.
  • Provide world class customer experience through soft skill and conflict resolution skills providing to provide brand promise through signature delighting customers via Renewal's Signature Service methodology and tactics to include soft skills and conflict resolution.
  • Process Improvement - actively provide feedback to improve process and continue growth and development of program.
  • Develop and commercialize educational/instructional materials to foster self-sufficiency through "The Link and "RenewU" to support operation, installation, service and administrative leaders and technicians Develop and commercialize educational materials to foster self-sufficiency through "The Link and "RenewU" to support operation, installation, service and administrative leaders and technicians.
  • Collaborate with Field Ops Team to evaluate retail operation performance regarding Renewal retail agreements, policies, processes and standards linked to installation, product quality, signature service, and customer experience.
  • Other duties as assigned.

QUALIFICATIONS

  • Bachelor's degree in related field or an equivalent combination of education and experience.
  • Knowledge and experience of Renewal retail technology platforms if preferred.
  • Product, Installation, and service application knowledge is preferred.
  • Demonstrated ability to overcome objections, negotiate positive outcomes and present positive image of company.
  • Strong written and verbal communication skills.
  • Strong customer orientation, including customer service and resolution skills.
  • Strong computer skills: MS Word, Excel, and Outlook.

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 homeowner's 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
  • Environmentally conscious business decisions
  • 10,000 employees and career opportunities nationwide

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.


#LI-Remote Posting City: Cottage Grove, MN

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