Customer Care Specialist

Job Location

Kansas City, Missouri, United States

Salary Range

$20/hour

Time

Full Time

Required Experience

• Customer Service: 2 years (preferred)
• Education: Associate (preferred)

Company Overview

Renewal by Andersen is the exclusive start-to-finish window and door replacement division of Andersen Corporation – the most recognized window brand in the U.S. Join us on our quest to drive change and innovation inspired by customer needs. We are seeking a Customer Care Specialist to fuel our continued growth on our Kansas City Team.

Essential Functions

Act as the main point of contact for customers throughout the lifecycle of their project to improve the customer experience and increase revenue streams via referral and repeat business.

Job Responsibilities

• Partner with assigned sales reps and serve as point of contact (POC) post-sale for all customers to make them feel cared for and engender their consumer trust.
• Delight customers by providing a consistently excellent customer experience commiserate with our world-class product.
• Keep continuous communications with assigned customers to ensure that all questions and concerns about their project are addressed and satisfied, to include service immediately post-install.
• Contact customers after sale to confirm best times and methods of contact and answer any immediate questions or concerns that they may have.
• Close out projects with customers 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 referral business from past customers using, but not limited to, the following methods – closeout calls, survey results, online reviews, etc. via phone conversations and email.
• Cancel out any jobs requesting termination of their contract. Administer the change in the system and email the customer and the sales rep to inform of the cancellation.
• Request a refund if needed from accounting.
• Rebate and tax letters provided upon request to customers.
• Adjust backend contract amounts per management and accounting requests.
• Attend Exceptions Meeting to provide updates on various customers regarding signing of amendments, missing deposits or any other pertinent information to get jobs ordered at a weekly meeting.
• Create a weekly list of outstanding items to request from reps and installation managers.
• Provide feedback to sales and production management as necessary.

Job Requirements

Experience in a sales environment and ability to multitask and stay organized. 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.

• 2+ years of customer service experience
• Demonstrated word processing, spreadsheet, and general computer proficiency.
• Experience using SalesForce.
• Strong phone etiquette and verbal skills to facilitate problem resolution.
• Strong written and verbal communication skills.
• Time and work process management skills.
• High school diploma or equivalent.

This is a full-time entry-level position with mostly set work hours: Mon-Fri, 8:00-5:00PM. Our homeowners value integrity and quality. We are grateful for every opportunity to assist a homeowner with one of their most personal and prized possessions, their home. At each interaction, we want them to feel: Trust, Respected, Cared For and Delighted. If you share these values and your goal is to use your talents in a fast-paced work environment, we want to hear from you! Please forward your resume. Renewal by Andersen of Kansas City is an Equal Opportunity Employer. Job Type: Full-time

Benefits

• 401(k)
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule

• 8 hour shift
• Day shift
• Monday to Friday