Service Concierge

Renewal by Andersen Metro & Midwest; Hayward (CA); On-site; USD 37,000 - 40,000; Full time

Job summary

Renewal by Andersen Metro & Midwest seeks a Service Concierge in Hayward, CA. You will coordinate service requests, manage field technician schedules, and maintain frequent homeowner touchpoints throughout the post-installation experience.

The role emphasizes exceptional communication, organization, and problem-solving, with onsite work at our Hayward office and a 7:30am–4:00pm, Monday–Friday schedule. Benefits include comprehensive insurance and paid time off.

Qualifications

• Exceptional customer service skills with a strong commitment to delivering a positive homeowner experience.
• Exceptional verbal and written communication skills with the ability to effectively interact with homeowners, service technicians, vendors and internal stakeholders.
• Strong organizational skills with the ability to manage multiple priorities, service requests, and schedules in a fast-paced environment.
• Proven ability to provide high-level post installation customer care through frequent customer touchpoints, proactive follow-up, and timely status updates.
• Strong attention to detail with the ability to accurately document customer interactions, service milestones, and work order information.

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

Verbal & written communication

Organization

Attention to detail

Problem solving

Independent work with team

Phone & computer use

Tools

MS Office

Service management systems

Job description

Renewal by Andersen is the custom division of Andersen Windows. Founded in 1903, Andersen Windows has been the world’s largest and most recognized brand for exclusive window and door systems. Renewal by Andersen was founded with the objective of creating a different and better window and door replacement experience for homeowners.

Our expanding home improvement business is searching for a talented Service Concierge to help elevate thelevel of support our Service Team provides to both homeowners and internal teams. The ideal candidate willexcel at communication, coordination, and customer care while serving as the primary point of contactthroughout the post-installation service experience. This fast-paced role requires exceptional attention todetail, organization, and follow-through. The Service Concierge will be responsible for coordinating servicerequests, optimizing field technician schedules to maximize efficiency and capacity, maintaining frequentcustomer touchpoints, providing timely updates to internal stakeholders, and ensuring every serviceexperience concludes with a satisfactory resolution.

Primary 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

Qualifications:

• Exceptional customer service skills with a strong commitment to delivering a positive homeowner experience
• Exceptional verbal and written communication skills with the ability to effectively interact with homeowners, service technicians, vendors and internal stakeholders
• Strong organizational skills with the ability to manage multiple priorities, service requests, and schedules in a fast-paced environment
• Proven ability to provide high-level post installation customer care through frequent customer touchpoints, proactive follow-up, and timely status updates
• Strong attention to detail with the ability to accurately document customer interactions, service milestones, and work order information
• Intermediate to advanced proficiency with computers and business software, including Microsoft Office applications and service management systems
• Effective problem-solving skills with a sense of urgency and the ability to identify and resolve service-related issues quickly and professionally
• Ability to work independently while collaborating effectively with the cross-functional teams to ensure timely service completion and customer satisfaction
• Strong adaptability and flexibility in managing changing priorities, customer needs, and operational demands
• Ability to perform service completion and closeout calls, confirm satisfactory resolutions, and elevate unresolved concerns when appropriate
• Ability to sit and work with computers and phones for extended periods while maintaining a high level of professionalism and productivity

Compensation and Benefits package:

• $27.50–$28.50 per hour, plus bonus structure
• Comprehensive medical, dental, vision, and life insurance packages.
• Paid vacation, sick leave, and corporate holidays.

Schedule:

• 7:30am-4:00pm, Monday-Friday, 40 hours/week
• Onsite in our Hayward office

We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetic information or any other consideration protected by federal, state or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

Hourly Rate

$27.50 - $28.50 USD