We are looking to add a Retail Customer Service Representative II to our team at Renewal by Andersen in Jessup, MD.  The focus is on providing scheduling, order processing and general customer service.  Analyze customer information, identify, and recommend actions, process order requests. 

This role is a hybrid role, offering 3 days a week in office and 2 days a week working remotely after successfully completing a 3-month training period. 

RESPONSIBILITIES: 

• Responds to customer (homeowner)/delivery partner requests/inquiries.
• Processes complex orders/requests, with 100% accuracy from intake to filing.
• Ensures customer management system is updated appropriately.
• Clarifies, diagnoses, and resolves customer order issues.
• Schedules appointments with homeowners.
• Creates packets or other materials as required for sales fulfillment process.
• Prepares customer correspondence.
• Identifies and implements ways to improve overall level of service.
• Communicates order fulfillment process information to internal delivery partners and provides customer/delivery partner feedback.
• Administers programs, i.e., customer referral program.
• May train others in office and customer service processes.
• May create purchase orders, process payments or process receipts.

QUALIFICATIONS:

• High school diploma or equivalent plus 2-4 years' work experience to include order processing work. 
• Demonstrated word processing, spreadsheet and general computer skills.
• Strong phone etiquette & verbal skills to facilitate problem resolution.
• Intermediate writing skills.
• Able to determine customer needs and assist in resolving issues for assigned area.