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Service Concierge

4 months ago

Hayward, California, United States Renewal by Andersen Full time

Service Concierge

Renewal by Andersen - Hayward, CA

Renewal by Andersen is the custom division of Andersen Windows. Founded in 1903, Andersen Windows has been the world's largest and most recognized brand for exclusive window and door systems. Renewal by Andersen was founded with the objective of creating a different and better window and door replacement experience for homeowners.

Our expanding home improvement business is searching for a talented Service Coordinator to expand and help improve the level of support that our Service Team provides to internal teams and customers. Your ability to communicate effectively with Service Technicians, internal stakeholders, and homeowners is a must. This position is fast-paced, and requires consistent attention to detail and complete follow-through. This person is a key member to the Service Team who will ensure that Service requests and tickets are addressed in a timely manner and provides high level of customer service to our home owners.

Primary Responsibilities:

· Provide Service Desk support: receive incoming calls, voicemails, and emails from existing customers.

· Schedule and reschedule Virtual Service assessments with a Virtual Assessment Technician

· Triage solutions to customer concerns; partner with cross-functional teams when needed

· Track service order requests, gather details regarding service order requests

· Notify customers when service/order request is received, order is placed, shipping date is confirmed, and when payments are due.

· Update customers regarding the status of their products.

· Log service requests in the ticketing system, add detail, and assign service tickets appropriately

· Document milestones and customer contact within the system of record

· Ensure that high priority appointment requests and scheduling conflicts are resolved

· Additional duties may be assigned as necessary

· Perform any other duties or responsibilities deemed necessary by management

Qualifications:

  • Previous scheduling and installation or home improvement experience a plus
  • Intermediate to advanced computer and typing proficiency
  • Excellent phone etiquette and customer service skills
  • Ability to learn quickly within a fast-paced environment required- Excellent verbal and written communication skills
  • Excellent organizational skills
  • Excellent attention to detail with an ability to follow up
  • Sense of urgency in identifying quick resolution to issues presented
  • Flexibility and ability to adapt well in a changing and challenging environment
  • Able to sit and work with computers and phones for long periods of time with at least 8 hours or more

Compensation and Benefits:

  • $26-28/hour
  • Full insurance package, including medical, dental, vision, and life
  • 401(K) with company match
  • Student tuition reimbursement program
  • Employee perks program
  • PTO, paid holidays, and floating holidays

Schedule:

  • Onsite in our Hayward office
  • Monday-Friday, 8:00am-5:00pm

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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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

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