The Customer Care Coordinator will act as a point of contact post-install for customers throughout the lifecycle of their project to improve the customer experience.
\n WHAT YOU'LL BE DOING - THE ROLEContact 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 productManage 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-installContact 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 behalfSolicit online reviews from customers using, but not limited to, the following methods – closeout calls, survey results, etc. via phone conversations and emailAttend 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 FormstackRetain a monthly Medallia NPS score of a minimum 85% WHAT YOU BRING - THE PERSONMinimum 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 businessBA/BS degree or equivalent years of job experience is required, the degree with an emphasis in Customer Relations/Business Management, is preferredMust be fluent with word, excel, email, PCS, iPad functions and any other basic computer functionsMust 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 rapportExcellent 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 valueStrong interpersonal skills including the ability to listen Flexibility and demonstrated ability to adapt well in a changing environmentAbility to work with a sense of urgency to complete responsibilities timelyStrong communications skills in one on one and small group interactionsAbility to build relationships and trust at all levels of the organization, strong interpersonal skillsAbility to find resolution, deliver difficult feedback and advise managementAbility to take initiative, be resourceful and deal with changing timelines with minimal directionSelf-starter with ability to problem solve and manage multiple projects simultaneouslyConfidentiality, diplomacy and a high degree of professionalism is required WHAT'S IN IT FOR YOU - THE BENEFITSMedical InsuranceFlexible Spending Account (FSA)Health Savings Account (HSA)Telehealth: 24/7 access to physicians Prescription drug InsuranceDental InsuranceVision InsuranceLife Insurance / AD&D $50,000 Paid CoverageAdditional Voluntary Employee & Spousal life insuranceShort-term disability Insurance (STD)Long-term disability Insurance (LTD)Parental LeaveVoluntary Critical Illness InsuranceVoluntary Accident InsuranceTeammate Assistance PlanPaid Volunteer Time401k with 50% match up to 6% of your annual payTuition Reimbursement
\n$20 - $25 an hour
$20-25/hr Base pay depending on experience + Performance based bonus to be paid out monthly.
\nEmpowered 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 LLC is committed to maintaining a safe, healthy, and drug-free workplace for all teammates. Please note that we participate in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. Esler Companies will often use SMS to communicate with candidates. Candidates can choose to opt-out at any time.