Post-Install Service Concierge & Scheduler

Renewal by Andersen; Hayward (CA); On-site; USD 38,000 - 39,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Paid vacation

Job summary

Renewal by Andersen is seeking a Service Concierge to enhance post-installation service for homeowners and internal teams. You will coordinate service requests, optimize field technician schedules, and maintain frequent touchpoints to ensure timely updates and satisfactory resolutions.

In this fast-paced role, you will document all interactions, work orders, and milestones while collaborating with cross-functional teams to meet customer expectations and operational demands.

Qualifications

• Exceptional customer service skills with a positive homeowner experience.
• Excellent verbal and written communication with homeowners, technicians, vendors and stakeholders.
• Strong organizational skills to manage multiple priorities and schedules.
• Proven ability to provide high-level post-installation care through frequent touchpoints.
• Attention to detail in documenting interactions and work orders.
• Proficiency with computers and business software including MS Office and service systems.
• Problem-solving with urgency to resolve service issues quickly.
• Ability to work independently while collaborating with cross-functional teams.
• Adaptability to changing priorities and customer needs.

Responsibilities

• Schedule warranty and out-of-warranty service requests for all service technicians.
• Create and maintain detailed field service technician work orders with all pertinent appointment information.
• Perform reminder calls for all scheduled service appointments.
• Serve as the primary point of contact for homeowners throughout the post-installation service process.
• Provide high-level customer care through frequent communication, appointment updates, and proactive follow-up regarding service progress.
• Maintain regular communication with internal departments and field personnel to ensure alignment on open service requests and customer expectations.
• Continuously optimize field service technician schedules by balancing capacity, geography, priorities, and resource availability to maximize efficiency and productivity.
• Monitor open service requests and proactively adjust schedules to accommodate urgent customer needs while minimizing downtime and travel inefficiencies.
• Document all customer interactions, service milestones, and status updates within the system of record.
• Perform service completion and closeout calls to confirm all work has been completed, ensure customer satisfaction, and verify satisfactory resolution of outstanding concerns.
• Escalate unresolved issues appropriately and coordinate next steps to ensure timely resolution
• Perform any additional duties and responsibilities as deemed necessary by management

Skills

Customer service

Communication

Organization

Attention to detail

Problem solving

Independence

Collaboration

Adaptability

Tools

MS Office

Service management systems

Job description

Renewal by Andersen is seeking a Service Concierge to enhance post-installation service for homeowners and internal teams. You will coordinate service requests, optimize field technician schedules, and maintain frequent touchpoints to ensure timely updates and satisfactory resolutions.

In this fast-paced role, you will document all interactions, work orders, and milestones while collaborating with cross-functional teams to meet customer expectations and operational demands.