Service Assessment Agent

Renewal by Andersen; United States; On-site; USD 39,000 - 72,000; Full time

Benefits offered by this job

401(k) Plan

Profit Sharing

Medical, Dental and Vision Coverage

FSAs

Job summary

Renewal by Andersen seeks a service appointment coordinator to manage scheduling, diagnose installation/service issues with customers, and collaborate with multiple departments to improve the customer journey.

The role emphasizes first-time through metrics, conflict resolution, and providing educational materials to support operations and service teams. Strong communication and an EI mindset are valued.

Qualifications

• College degree in business or related field, or equivalent combination of education and experience.
• Knowledge and experience of Renewal retail technology platforms (rForce, Mitel) is preferred.
• Strong written and verbal communication skills and ability to build relationships at all levels.

Responsibilities

• Diagnose and set qualified service appointments to achieve metrics of first-time service.
• Collaborate with customers to resolve installation/service issues within a measurable timeline.
• Utilize service assessment methodology and technology to validate complex services.
• Provide world-class customer experience through soft skills and conflict resolution to reinforce the brand promise.

Skills

Customer service

Objection handling

Communication

Relationship building

Emotional intelligence

Education

College degree in business or related field

Tools

rForce

Mitel

Job description

ANDERSEN CORPORATION SUMMARY:
At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.

Our portfolio of brands - Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ - is crafted to serve customers across the new residential, home improvement and light commercial building sector.

Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.

JOB DESCRIPTION:

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.

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 processes.
• 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.

PAY RANGE:

$28.05 - $52.55

CULTURE AND BENEFITS:

At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window & door company. To support our employees, we provide a comprehensive Total Rewards Package - a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member's wellbeing and success. While specific benefits may vary by position or location, we're proud to offer a comprehensive Total Rewards Package designed to support your well‑being, growth, and future. Our benefits include:

• 401 (k) Plan, Employer Fixed Contributions & Company Matching
• Profit Sharing*
• Medical, Dental and Vision Coverage*
• Flexible Spending Accounts (FS