What are the responsibilities and job description for the Customer Experience Specialist - Spokane position at Renewal by Andersen of Washington?
Description
Renewal by Andersen is the largest national start-to-finish window replacement company. We are looking to add a customer experience specialist to our dynamic and growing operations team!
The Customer Experience Specialist’s primary responsibility is to welcome & update customers on next steps of the project. Complete all back-office steps to move the project through to install scheduled. Collaborate with homeowners to ensure a smooth and efficient window and door completion project while delivering world-class customer experience. You will communicate with our internal TEAM (Together Everyone Achieves More) prior to the installation scheduled. Ensure all open/pending obligations have been met. Maintain accurate information within our internal database.
What You’ll Be Doing
What We’re Looking For:
Renewal by Andersen is the largest national start-to-finish window replacement company. We are looking to add a customer experience specialist to our dynamic and growing operations team!
The Customer Experience Specialist’s primary responsibility is to welcome & update customers on next steps of the project. Complete all back-office steps to move the project through to install scheduled. Collaborate with homeowners to ensure a smooth and efficient window and door completion project while delivering world-class customer experience. You will communicate with our internal TEAM (Together Everyone Achieves More) prior to the installation scheduled. Ensure all open/pending obligations have been met. Maintain accurate information within our internal database.
What You’ll Be Doing
- Provide signature service by being the first point of accountability for customer fulfillment.
- Get assigned projects completed through install scheduled.
- Monitor back orders and notify order owner when applicable.
- Troubleshoot and resolve issues to avoid escalation.
- Coordinate with other departments to solve problems.
- Maintain detailed notes on customers to remain updated on past and current situations.
- Provide exceptional customer service and multi-tasking skills that thrive in a fast-paced environment.
- Manage and maintain internal communication on rForce and Status Buckets.
- Perform any other related, unrelated, unassigned, unspecified, out of the ordinary or special duties that may be assigned.
- Stay up to date on RBA and Andersen product knowledge and process adjustments
What We’re Looking For:
- You have 2 years of experience as a project coordinator in a fast-paced, high-volume environment, preferably in the construction industry.
- You have a strong knowledge of project management best practices, methodologies and tools.
- You are a strategic thinker who identifies opportunities to expand project scope.
- Excellent communication skills (written and verbal).
- You have the ability to clearly communicate a project process to internal stakeholders and clients.
- You can prioritize and manage multiple projects in a fast-paced, deadline-driven environment.
- Understanding of LEAN methodology and implementation is a plus.
- Ability to work with customers through escalated situations to find win/win solutions.
- Attention to detail.
- Excellent customer service skills.