Service Assessment Specialist

4 months ago

Cottage Grove, United States Renewal by Andersen Full time

Job Details

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. These responsibilities will be achieved while supporting and representing the Brand and Brand promise through signature service, while delighting our internal and external customer.

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. Collaborate with Field Operations team to evaluate retail operation performance regarding Renewal retail agreements, policies, processes, and standards linked to installation, product quality, signature service and customer experience.
-Remain knowledgeable and up to date on all product as well as installation and service procedures.
-Other duties as assigned by supervisor.
-Supervisor of small to medium sized team.

Qualifications:
-College degree in business or related field, or equivalent combination of education and experience.
-Field sales, customer service, technical writing and publication, process development, and training experience helpful.
-Knowledge and experience of Renewal retail technology platforms (rForce, Mitel) 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.

ANDERSEN CORPORATE VALUES
Each employee is responsible for upholding these values in their daily activities.

SAFETY: We are committed to the safety and well being of the people who come into contact with our products. This includes those involved in our business process of product design, manufacturing, distribution, installation, and after-sale service as well as the people into whose homes and buildings our products are installed. Safety is our highest priority.

INTEGRITY: We are committed to working fairly and honestly with all those with whom we come in contact. This principle is the fundamental foundation of our business success.

TEAMWORK: We foster an environment where individual skills and talents are recognized and encouraged to thrive in a cooperative team environment.

INNOVATION: We capitalize on the strengths of our heritage and adapt them to the challenges of the future. Our motto "different and better" connotes innovation, aesthetic and economic value, going beyond the expected into the surprising - it is our rallying cry; it is our pride

EXCELLENCE: We set the highest standards for our professional performance, our products and service. We recognize that today's excellence is tomorrow's average; therefore, we are committed to continuous quality improvement in all that we do.

INDIVIDUAL DIGNITY: We believe that respect for each other's cultures, point of view, professional business styles and differing performance abilities significantly contributes to our working together to achieve our business goals with trust and creativity.

CORPORATE CITIZENSHIP: We believe that we have a direct and compelling responsibility to our communities to conduct our business ethically, to engage in responsible stewardship of the environment, and to concern ourselves with the welfare of the people in the communities in which we work.

ANDERSEN "CODE OF BUSINESS CONDUCT"
Each employee is responsible for adhering to the Andersen Code of Business Conduct.

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