Job Name:
Service Assessment Specialist

General information

Location: Remote, MN
Date:
07-Jun-2022
Company:
Renewal by Andersen
Ref #:
1518
Job Category:
Field Service
Remote
MN

Description & Requirements

ANDERSEN CORPORATION 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 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.
DIRECTION OF OTHERS:
  • Supervisor of small to medium sized team.
MINIMUM QUALIFICATION AND SKILL REQUIREMENTS:
  • 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.

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