Customer Experience Associate

Renewal by Andersen of Charlotte; Charlotte (NC); On-site; USD 42,000 - 62,000; Full time

Job summary

Renewal by Andersen of Charlotte is seeking a Customer Experience Associate to manage and enhance the customer journey during and after the sales process. You will collaborate with sales and operations, communicate clearly, and resolve issues to ensure a seamless experience.

Proficiency with Outlook, Excel, Salesforce, and ZenBooker is required, along with the ability to multitask in a fast-paced environment while maintaining professionalism and empathy.

Qualifications

• Associates degree or equivalent work experience.
• 2–3 years of customer care experience/management.
• Experience using Excel for reporting.
• Must maintain professionalism and respectful demeanor with customers.

Responsibilities

• Partner with our sales staff to serve as point of contact for customers.
• Works well in call center environment.
• Build rapport with customers by maintaining contact via phone, email, or text.
• Drive the highest standards of ethical behavior by providing accurate information.
• Multi-task effectively in a high-volume environment while maintaining a positive attitude.
• Deliver high levels of empathy and trust to customers.
• Provide clear and consistent communication.

Skills

Customer service mindset

Communication

Multitasking

Independent work

Organization

Education

Associate degree or equivalent

Tools

Outlook

Excel

Salesforce

ZenBooker

Job description

Summary

As a Customer Experience Associate, you will be responsible for managing and enhancing the overall customer experience during and after the sales process. This role involves effective communication, problem-solving, and collaboration with various internal teams to address customer inquiries, resolve issues, and ensure a seamless customer journey.

Qualification Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Minimum Qualifications

• Associates degree or equivalent work experience
• 2-3 years of customer care experience/management

Knowledge, Skills, and Abilities

• Must be able to maintain professionalism and respectful demeanor with customers
• Must be advanced with Outlook
• Must be advanced with Microsoft Excel and able to understand reporting from the information
• Must have knowledge of ZenBooker (scheduling system)
• Must have experience in Sales Force
• Organizational skills, follow up, and attention to detail
• Must be able to organize & prioritize
• Flexible and resilient to adapt to multiple demands, shifting priorities, and changing business conditions
• Ability to work independently

Essential Functions

• Partner with our sales staff to serve as point of contact for customers
• Works well in call center environment
• Build rapport with customers by maintaining constant contact via phone, email, or text
• Drive the highest standards of ethical behavior by providing accurate information throughout the customer experience
• Multi-task effectively in a high-volume environment while maintaining a positive attitude
• Deliver high levels of empathy and trust to customers
• Provide clear and consistent communication
• Present a WOW factor with each customer interaction
• Other job duties as assigned

Physical Demands

• Sitting for Extended Periods
• Computer Use
• Meetings and Collaboration
• Telephone Communication
• Document Handling
• Communication
• Ability to lift up-to 15lbs
• Occasional Travel

Work Environment

• Office Setting: The work is typically conducted in an office environment with access to computers, phones, and other necessary tools for managing customer interactions.
• Customer Service Center: Customer Experience Associates often work in a designated customer service center or department within the company's office.
• Multitasking and Time Management: Customer Experience Associates may need to handle multiple customer inquiries simultaneously, requiring effective multitasking and time management skills.
• Training and Development: Participation in training programs to stay updated on products, services, and customer service best practices.
• Technology Use: Regular use of customer relationship management (CRM) systems, ticketing systems, and other technology tools to manage customer interactions and record details.
• Adherence to Policies and Procedures: Ensuring that customer interactions adhere to company policies, industry regulations, and ethical standards.
• Cross-Functional Collaboration: Close collaboration with various departments, including sales, marketing, operations, technology, and other relevant teams to align customer experience strategies with overall business goals.

The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.

Renewal by Andersen is the full-service window-replacement division of 120-year-old Andersen Corporation, the owner of the most trusted family of window brands in America. Renewal by Andersen was founded with a mission to redefine the industry and to offer a different—and better—window-replacement experience. Renewal by Andersen has 10 company-owned locations and over 50 independently owned “affiliates” across the United States.

S&L Windows is a Renewal by Andersen affiliate that operates in three markets: Charlotte, NC; Columbia, SC; and Greenville/Asheville/Spartanburg. S&L Windows prides itself on being an experienced, reliable partner for its customers by offering superior products and operating with a Green Diamond service mindset. As a family-owned and operated business, S&L Windows is an active member of the community and routinely engages in charitable work through more than a dozen nonprofit organizations.

Renewal by Andersen and S&L Windows are proud equal-opportunity employers. We are committed to fair hiring practices and to creating a welcoming environment for all team members.