Job Name:
Resolution Support Rep (Temp to Hire)

General information

Location: Oak Park Heights, MN
Date:
16-Jun-2022
Company:
Andersen Corporation
Ref #:
1707
Job Category:
Customer Service
Oak Park Heights
MN

Description & Requirements

Andersen Summary:

We’re focused on bringing more light into people’s lives by helping them create healthier, happier spaces to build memories and do what they love. This applies to our team, too. By celebrating our differences and embracing a positive work-life balance, we are recognized as a Yellow Ribbon company, one of Forbes Magazine’s 2021 "America’s Best Large Employers" and a "Best Employer for Diversity." As a 2021 Energy Star Partner of the Year, Andersen is also committed to environmental health and sustainability. No matter your role, you’ll have the opportunity to make a difference.

Andersen is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, disability, marital status, national origin, citizenship, genetic information, protected veteran status, or any other characteristic protected by law.

Position Purpose:

This position is responsible for providing support to both our call center and field service partners. Resolve oftentimes difficult escalations flowing from multiple customer types – homeowner, trade, dealer. Work closely with internal teams (i.e. field service, CERT, sales, manufacturing, etc.) to identify issues and improve processes.

Position Responsibilities:

  • Provide escalation and technical product support to several functional areas within the Andersen enterprise, (including but not limited to) – consumer call centers, customer service (dealer channel), sales, and field service.
  • Accept ownership and resolve complex customer escalations flowing from multiple customer types (i.e.; end consumers, dealers, contractors, architects.)
  • Create and update customer relationship management files, sharing information between cross-functional partners (i.e.; customer service, initial quality, legal and field service)
  • Identify revenue opportunities and drive non-warranty parts/service labor sales

Direction of Others:

·         No direct leadership responsibility

Minimum Qualifications, Skills and/or Competency Requirements:

  • High School diploma or equivalent plus 2 years work experience to include issue resolution exposure. 
  • Must have solid written & verbal communication skills.

·         Strong Customer Orientation, including customer service and resolution skills

·         Ability to navigate ambiguity and determine best resolution path based on the situation presented.

·         Advanced knowledge of technical and business tools (i.e.; WindowCare, Salesforce, AndersenAccess, Order Tracking Tool)

·         Decision making skills: results oriented

Culture and Benefits:

"Be Orange. Be You." is how we express our belief that by embracing our differences, and empowering you, we’ll be a stronger team able to accomplish what otherwise wouldn’t be possible. This Orange spirit has helped us become the #1 innovative window and door brand* and the one homeowners love the most.** It’s also why we’re committed to supporting you to approach each day with a bright outlook.

Benefits include and are not limited to:

* Medical/Dental/Vision/Life Insurance

* Health Savings Account contributions

* Paid holidays plus PTO

* 401(k) plan & contributions

* Professional development and tuition reimbursement opportunities

* Charity contributions

* Nationwide career opportunities

We look forward to seeing how your unique skills, background and experiences will inspire our team and help us continue to be the leader we are today.

* 2020 Andersen brand surveys of U.S. contractors, builders & architects

** 2020 Andersen Brand Survey of U.S. homeowners

During 2022, each eligible Andersen employee will receive $1,000 for each full fiscal quarter they are actively employed and fully vaccinated against COVID-19. An eligible employee hired during a quarter will receive a prorated payment based on the number of days employed during the quarter. Those eligible include fully-vaccinated regular full-time and part-time employees (at least 20 hours per week) who are not subject to a collective bargaining agreement. These and other terms and conditions of Andersen’s 2022 Profit Sharing Plan, including the definition of full vaccination against COVID-19, are subject to change or termination without notice.