Service Concierge

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 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 the level of support our Service Team provides to both homeowners and internal teams. The ideal candidate will excel at communication, coordination, and customer care while serving as the primary point of contact throughout the post-installation service experience. This fast-paced role requires exceptional attention to detail, organization, and follow-through. The Service Concierge will be responsible for coordinating service requests, optimizing field technician schedules to maximize efficiency and capacity, maintaining frequent customer touchpoints, providing timely updates to internal stakeholders, and ensuring every service experience 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

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Hourly Rate

$27.50 - $28.50 USD

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.

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