Homeowner Resolution Specialist

6 days ago


Cottage Grove, Minnesota, United States Renewal By Andersen Full time
Job Summary

This position is responsible for enhancing the Renewal by Andersen brand by quickly and professionally resolving customer issues. The ideal candidate will work closely with Owners and Managers of the Renewal by Andersen network, as well as internal Sales, Research and Development, Quality, and Manufacturing teams to communicate and resolve service and product quality issues.

Key Responsibilities
  • Facilitate communication and resolution of high-risk elevated and non-routine Renewal by Andersen Homeowner Complaint issues.
  • Advise parties regarding technical product information and performance to minimize litigation and financial exposure.
  • Facilitate resolution to escalated claims through partnership with internal legal department to develop resolution approach and minimize legal exposure.
  • Clarify, diagnose, and problem-solve customer order fulfillment requests/issues working with internal teams to meet customer expectations.
  • Maintain files, database, and reporting of Homeowner Complaint Program to ensure documentation standards are met.
  • Generate original correspondence when responding to homeowner customers.
  • Support Dark Market initiatives through coordination of service providers and resolution of service-related issues.
  • Manage own workflow, setting priorities and negotiating delivery of work to meet customer expectations.
  • Organize and communicate with cross-functional teams on product, service, and customer expectation issues.
Requirements
  • Bachelor's degree in a related field or 6+ years of experience in handling complex product service and customer-related support.
  • Comprehensive Renewal by Andersen product and Andersen Windows Enterprise knowledge.
  • Strong communication skills (verbal and written).
  • Strong customer orientation, including customer service and resolution skills.
  • Financial knowledge: understanding of key financial indicators and decisions that impact recommendations.
  • Decision-making skills; bias for action.
  • Strong computer skills, including word processing, spreadsheet, and email/calendar.


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