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Homeowner Resolution Specialist

1 month ago

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

Purpose:

This position is responsible for ensuring the Renewal by Andersen brand is enhanced by resolving customer issues. The individual will work closely with Owners and Managers of the Renewal by Andersen network, as well as internal Sales, RD&I, Quality, and Manufacturing teams to communicate and resolve service and product quality issues.

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 the internal legal department.
  • Clarify, diagnose, and problem-solve customer order fulfillment requests/issues working with internal teams.
  • Maintain files, database, and reporting of the Homeowner Complaint Program.
  • 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.
Qualifications:
  • 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.