Address
Form of work The Customer Care Specialist will a ct as a point of contact post-install for customers throughout the lifecycle of their project to improve the customer experience.
WHAT YOU'LL BE DOING - THE ROLE
- Contact all customers post-installation to ensure installation went smoothly and provide a path forward for any post-install issues or concerns.
- Delight customers by providing a consistently excellent customer experience commiserate with our world-class product
- Manage back-end aspects of project, to include monitoring of HOA and ordering, to ensure first time completion within provided timelines
- Keep continuous communications with assigned customers to ensure that all questions and concerns about their project are addressed and satisfied, to include service and other issues occurring post-install
- Contact customers after install as needed to confirm best times and accurate methods of contact and answer any immediate questions or concerns that they may have
- Close out projects with customers immediately (next business day) upon completion of their project to collect feedback for recognition or improvement
- Based on this feedback, pass on customer information as needed to other departments involved and follow up accordingly on the customer's behalf
- Solicit online reviews from customers using, but not limited to, the following methods - closeout calls, survey results, etc. via phone conversations and email
- Attend Medallia meeting to provide updates on various customers regarding jobs in progress, in turn providing weekly communication with the customer until job is 100% complete per the customer's expectations
- Provide feedback to sales and production management as necessary via Formstack
- Retain a monthly Medallia NPS score of a minimum 85%
WHAT YOU BRING - THE PERSON
- Minimum Education and Experience:
- Two to three years of experience managing customer relations and/or the ability to demonstrate the ability to meet established KSAs (Knowledge, Skills and Abilities)
- Experience in a sales environment with a background in securing repeat/referral business
- BA/BS degree or equivalent years of job experience is required, the degree with an emphasis in Customer Relations/Business Management, is preferred
- Must be fluent with word, excel, email, PCS, iPad functions and any other basic computer functions
- Must be willing to jump in and assist wherever is needed and maintain a positive outlook to constantly inspire the sales force and production team
- Knowledge, Skills and Abilities:
- Strong sales background with the proven ability to build rapport
- Excellent oral and written communication skills
- Solid organizational skills to follow through with customers to resolution
- Proven ability to deescalate customer issues/concerns while building brand value
- Strong interpersonal skills including the ability to listen
- Flexibility and demonstrated ability to adapt well in a changing environment
- Ability to work with a sense of urgency to complete responsibilities timely
- Strong communications skills in one on one and small group interactions
- Ability to build relationships and trust at all levels of the organization, strong interpersonal skills
- Ability to find resolution, deliver difficult feedback and advise management
- Ability to take initiative, be resourceful and deal with changing timelines with minimal direction
- Self-starter with ability to problem solve and manage multiple projects simultaneously
- Confidentiality, diplomacy and a high degree of professionalism is required
WHAT'S IN IT FOR YOU - THE BENEFITS
- Medical Insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Telehealth: 24/7 access to physicians
- Prescription drug Insurance
- Dental Insurance
- Vision Insurance
- Life Insurance / AD&D $50,000 Paid Coverage
- Additional Voluntary Employee & Spousal life insurance
- Short-term disability Insurance (STD)
- Long-term disability Insurance (LTD)
- Parental Leave
- Voluntary Critical Illness Insurance
- Voluntary Accident Insurance
- Teammate Assistance Plan
- Paid Volunteer Time
- 401k with 50% match up to 6% of your annual pay
- Tuition Reimbursement
- Amazing Company Culture!
$20 - $22 an hour
$20-22/hr Base pay + Performance based bonus to be paid out monthly.
Empowered to be Extraordinary.
We believe in our people. And that's why we empower you to develop a career path that supports your unique voice and talents.
THE ESLER COMPANIES - RENEWAL BY ANDERSEN STORY
Renewal by Andersen is the full-service window-replacement division of 120-year-old Andersen Corporation, the owner of the most trusted family of window brands in America. RbA was founded to redefine the industry and offer a different-and better-window-replacement experience.
The Esler Companies is the holding company for a fleet of the top RbA "affiliates" in Arizona, Colorado, Greater Nevada, Texas, Oklahoma, Greater Philadelphia, Southern New England, Southern Maine, Northern New Hampshire, and a sales and marketing 'engine' in Northborough, Massachusetts.
We are a proud equal-opportunity employer.
We are committed to fair hiring practices and to creating a welcoming environment for all team members.
Esler Companies will often use SMS to communicate with candidates. Candidates can choose to opt-out at any time.
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