Customer Escalation Specialist

Renewal by Andersen - Farmingdale, NY

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.

As a Customer Escalation Representative, your job will be to assist our customers with their home renovation projects by answering incoming calls, and de-escalating customer conflict regarding our products and service. We're looking for someone with exceptional customer service skills, who is comfortable with project management and a fast-paced environment. You must be resilient and determined to leave each customer satisfied with our resolution.

Primary Responsibilities:

- Answer incoming calls from existing customers requesting service for their windows/doors.

- Take detailed notes on what was discussed during the call for quality assurance

- De-escalating and resolving customer issues in a polite and professional manner

- Work with the customers from beginning to end of their project in all aspects of the job.

Qualifications:

- High School diploma or equivalent

- Experience with Microsoft Office Suite

- Experience with customer service and resolving complex customer issues

- Must be very comfortable on the phone and able to address customer’s concerns effectively

- Strong interpersonal skills and attention to detail

- Verbal and written communications skills

- Experience with Salesforce a plus

- Maintaining a positive, energetic personality is a must

Compensation and Benefits:

- $20/hour

- Medical, dental, vision, and life insurance

- 401(K) program with company match percentage

- PTO, paid holidays, and floating holidays!

- Employee perks discount program

- Student tuition loan and tuition reimbursement

Schedule:

- Onsite in our Farmingdale office

- Monday-Friday, 9:00am-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.