What are the responsibilities and job description for the Homeowner Resolution Specialist / Service Quality Assurance position at Renewal by Andersen?
Job Details
Purpose:
This position is responsible for actively ensuring the Renewal by Andersen brand are enhanced by quickly and professionally resolving customer issues. Individual would 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, product quality issues.
Responsibilities:
-Facilitates communication and resolution of the highest risk elevated and non-routine Renewal by Andersen Homeowner Complaint issues that are brought to the attention of Renewal by Andersen and Andersen Corporation.
-Advises 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 assure that legal exposure is minimized.
-Clarify, diagnose, and problem-solve customer order fulfillment requests/issues working with internal teams to assure customer expectations are met.
-Maintain files, database and reporting of Homeowner Complaint Program to assure documentation standards are met.
-Generate original correspondence when responding to homeowner customers.
-Supports Dark Market initiatives through coordination of service providers and resolution of service related issues.
-Manages own workflow, setting priorities and negotiating delivery of work to meet customer expectations. Organizes and communicates with cross-function teams on product, service, and customer expectation issues.
-Other duties as assigned by supervisor.
Qualifications:
-Bachelor's degree in 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.