- Find your career >
- Open Positions >
- Service Assessment Specialist
Service Assessment Specialist
General information
Description & Requirements
POSITION PURPOSE:
This position is responsible for communicating, diagnosing, coordinating, and ensuring all Service appointments for Corporate and Affiliate locations, by communicating directly with our customer. This position must collaborate with a broad cross-section of RbA departments and business associates including retail affiliate and corporate management, retail quality, installation crews, service technicians and external contractors. Additionally, data analysis and knowledge development which focus on identifying and prioritizing product, Installation and Service procedures and best practices are central to the position. Understands and utilizes technology and processes developed through the Field Operations team. The position focuses on assessing service to improve capacity, first time through and signature service within the network. These responsibilities will be achieved while supporting and representing the Brand and Brand promise through signature service, while delighting our internal and external customer.
POSITION RESPONSIBILITIES:
- Diagnose and set qualified service appointments to achieve set metrics of service first time through.
- Work directly with our customer to resolve installation/service process issues in a measurable timeline to ensure a positive customer experience.
- Uses the service assessment methodology script and technology to validate services that are more complex and may are more complex and require a more experienced service technician visit.
- Provide world class customer experience through soft skill and conflict resolution skills providing to provide brand promise through signature delighting customers via Renewal’s Signature Service methodology and tactics to include soft skills and conflict resolution.
- Process Improvement – actively provide feedback to improve process and continue growth and development of program.
- Develop and commercialize educational/instructional materials to foster self-sufficiency through “The Link and “RenewU” to support operation, installation, service and administrative leaders and technicians Develop and commercialize educational materials to foster self-sufficiency through “The Link and “RenewU” to support operation, installation, service and administrative leaders and technicians.
- Collaborate with Field Ops Team to evaluate retail operation performance regarding Renewal retail agreements, policies, processes and standards linked to installation, product quality, signature service, and customer experience. Collaborate with Field Operations team to evaluate retail operation performance regarding Renewal retail agreements, policies, processes, and standards linked to installation, product quality, signature service and customer experience.
- Remain knowledgeable and up to date on all product as well as installation and service procedures.
- Other duties as assigned by supervisor.
- Supervisor of small to medium sized team.
- College degree in business or related field, or equivalent combination of education and experience.
- Field sales, customer service, technical writing and publication, process development, and training experience helpful.
- Knowledge and experience of Renewal retail technology platforms (rForce, Mitel) is preferred. Understanding of current technology and department process.
- Product, installation and service application knowledge is preferred.
- Demonstrated ability to overcome objections, negotiate positive outcomes and present positive image of the company.
- High level of emotional intelligence and listening skills.
- Strong written and verbal communication skills, ability to build relationships at all levels.
CULTURE & 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.
#LI-Remote