Customer Care Representative

2277 W 41 Frontage Rd, Kaukauna, WI 54130, USA

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Job Description

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Meet Leaf Home. We turn complex home improvement projects and endless to-dos into achievements. With more than 50% of homeowners worried about the cost and effort of home maintenance, we deliver remarkable, end-to-end experiences. And get the job done right, at every step. Bringing innovative products, the best people, and the highest standards to every project.

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Trusted by more than 1 million homeowners across the US and Canada, we are America’s largest direct-to-consumer full-service provider of branded home services and products. Our products, including the patented LeafFilter gutter protection system, have earned numerous awards and recognition from Good Housekeeping, Qualified Remodeler, Angi, Consumer Reports, This Old House, and other consumer review platforms.

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We are powered by extraordinary people. Our innovative products and reliable services are delivered with convenience, excellence, and quality through 250+ regional sales and installation offices and comprehensive field support offices in New York and Hudson, Ohio. We’re proud to say we’ve been consistently named one of the fastest-growing private companies by Inc. 5000 and recognized as a top employer nationally. The benefits of working at Leaf Home are wide-ranging and include:

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Industry-best compensation packages | Fully paid health, dental, and vision insurance | 401k with company match | Paid time off including paid parental leave | Individualized career development programs | On-demand lunch program | Childcare assistance | Free gym membership | Employee assistance programs, including legal, financial planning, and counseling | Employee discount marketplace | Employee Resource Groups such as VetConnect, DEI Committee, Women’s Committee.

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Position Summary:

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The Service Admin handles customer inbound and outbound calls, primarily with customers post-sale, but also answers general company questions for internal and external customers. This role schedules customer service calls and other customer service activities as needed. This position is required to review completed service tickets from the field for quality assurance.

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Essential Duties and Responsibilities:

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Provide excellent customer service during all inbound/outbound phone calls while maintaining effective relationships with peers, multiple internal/external customers and senior leaders.

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Review contract with customer post-sale to ensure accuracy and completeness.

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Schedule installation with the customer and assign the job to an installation contractor.

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Schedule service customers with local technicians, as needed.

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Review completed service tickets for quality assurance in region.

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Act as a liaison and corporate contact for Leaf Home installation and service teams at the local office in assigned region.

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Be flexible in performing any task deemed necessary to support department and/or company-wide initiatives.

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May process change orders.

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Required Education and Experience:

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Required Education

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High school diploma or equivalent.

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Required Years of Experience

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1+ years of customer service and administrative experience.

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Additional Requirements:

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Computer and keyboard proficiency – job duties performed are essentially paperless.

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Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.

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Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the customer’s needs at the forefront of every interaction.

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Adaptable, patient, and highly detail-oriented and data-efficient.

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Highly organized, with strong time management skills and the ability to be resourceful.

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Proficiency using Microsoft Office Suite.

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Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

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Preferred Knowledge, Skills, Abilities, or Certifications:

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Ability to type at least 50 words per minute.

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Experience in the home improvement/construction industry.

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Experience working in a direct-to-consumer organization.

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Key Competencies:

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• Uses basic problem-solving and subject matter understanding to perform tasks under supervision.
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Travel Requirements:

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Indicate any travel or work location

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No travel required (stationary work location).

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Overtime/Additional Hours Requirements:

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Indicate any work hour requirements or considerations

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Overtime hours may be required based on business needs.

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Physical Requirements:

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Physical Activity:

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Frequency of work schedule:

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Standing

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Occasionally (11-33%)

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Walking

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Occasionally (11-33%)

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Sitting

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Constantly (67-100%)

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Driving a car/van/truck

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Never (0%)

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Reaching with hands and arms (up, down, or outward)

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Occasionally (11-33%)

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Typing

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Constantly (67-100%)

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Using hands to touch/manipulate/handle

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Occasionally (11-33%)

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Climbing and/or balancing

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Never (0%)

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Working at heights

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Never (0%)

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Stooping, kneeling, or crouching

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Never (0%)

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Talking and/or listening

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Constantly (67-100%)

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Using foot controls

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Never (0%)

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Twisting of the body

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Rarely (1-10%)

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Twisting of the wrist/arm

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Rarely (1-10%)

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Lifting < 10 pounds

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Occasionally (11-33%)

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Lifting between 10 to 25 pounds

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Never (0%)

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Lifting between 25 to 50 pounds

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Never (0%)

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Lifting between 50 to 75 pounds

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Never (0%)

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Lifting over 75 pounds

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Never (0%)

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Exposure to extreme heat or cold

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Never (0%)

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Exposure to loud noise

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Never (0%)

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Disclaimer

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This job description is not meant to be an all-inclusive list of duties, functions, and/or responsibilities of this position. Other related functions and responsibilities may be assigned as required to complete assignments or initiatives. Leaf Home reserves the right to change, add, delete, or modify job functions as necessary based on business necessity. The company or employee has the right to terminate employment at any time for any reason; employment is at will, to the extent of federal, state, or local law. This job description does not promise or guarantee continued employment with Leaf Home.

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Diversity and Inclusion Statement

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Leaf Home is committed to creating a diverse environment and is proud to be an equal opportunity employer. We strive to create an environment that embraces differences and fosters inclusion.

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Equal Opportunity Statement

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Leaf Home will recruit, hire, train, and promote persons in all job titles without regard to race, color, ancestry, national origin, gender identity or expression, sexual orientation, marital status, religion, age, results of genetic testing, veteran status, or physical/mental disability (except where the disability prevents the individual from being able to perform the essential functions of the job and cannot be reasonably accommodated in full compliance with the law).

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Americans with Disabilities Act Statement and Contact

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Leaf Home is committed to honoring the spirit and requirements of the Americans with Disabilities Act. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to