Renewal by Andersen
Customer Experience Coordinator
Renewal by Andersen, Stamford, Connecticut, United States, 06925
Installation Coordinator
Renewal by Andersen - Stamford, CT
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.
We are looking to expand our administrative team by filling a key role within the organization with an Installation Coordinator. The main responsibilities and qualifications are as follows:
Primary Responsibilities:
Manage all administrative functions related to the installation process, including preparing installer paperwork and customer installation and post-installation documentation. Complete accurate and timely Formstack reports for each installation and rework. Answer incoming calls and make outbound calls to update customers on their projects. Conduct three customer touch points using scripting: ETA call/text in the morning, mid-day check-in, and project wrap-up call. Address customer concerns, resolve issues, and communicate details to relevant departments. Follow up to ensure satisfaction. Log customer communication in the signature service portal and/or rForce. Schedule site visits for project managers and other relevant staff for escalated or post-installation issues. Make outbound calls to discuss online reviews and send invitations via NiceJob!, in conjunction with survey releases. Release project surveys with accurate contact information. Prepare NPS leaderboard reports for leadership. Qualifications:
2-3 years of experience in an administrative role. Strong follow-up and customer service skills. Experience with CRM software, Salesforce preferred. Proficiency in Microsoft Office, especially Excel and Word. High attention to detail and problem-solving skills. Excellent written and verbal communication skills. Previous experience in the Home Improvement industry is a plus. Compensation and Benefits:
$24-26/hour plus monthly bonus opportunities. Full benefits including medical, dental, vision, and life insurance. 401(K) with company match. Student loan repayment assistance. PTO, paid holidays, and floating holidays. Employee discount programs and more. Schedule:
On-site in Stamford. Monday-Friday, 8:00am-4:30pm. Occasional Saturday overtime as needed. Note:
This description provides a general overview and is not exhaustive of all responsibilities, duties, and qualifications.
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Manage all administrative functions related to the installation process, including preparing installer paperwork and customer installation and post-installation documentation. Complete accurate and timely Formstack reports for each installation and rework. Answer incoming calls and make outbound calls to update customers on their projects. Conduct three customer touch points using scripting: ETA call/text in the morning, mid-day check-in, and project wrap-up call. Address customer concerns, resolve issues, and communicate details to relevant departments. Follow up to ensure satisfaction. Log customer communication in the signature service portal and/or rForce. Schedule site visits for project managers and other relevant staff for escalated or post-installation issues. Make outbound calls to discuss online reviews and send invitations via NiceJob!, in conjunction with survey releases. Release project surveys with accurate contact information. Prepare NPS leaderboard reports for leadership. Qualifications:
2-3 years of experience in an administrative role. Strong follow-up and customer service skills. Experience with CRM software, Salesforce preferred. Proficiency in Microsoft Office, especially Excel and Word. High attention to detail and problem-solving skills. Excellent written and verbal communication skills. Previous experience in the Home Improvement industry is a plus. Compensation and Benefits:
$24-26/hour plus monthly bonus opportunities. Full benefits including medical, dental, vision, and life insurance. 401(K) with company match. Student loan repayment assistance. PTO, paid holidays, and floating holidays. Employee discount programs and more. Schedule:
On-site in Stamford. Monday-Friday, 8:00am-4:30pm. Occasional Saturday overtime as needed. Note:
This description provides a general overview and is not exhaustive of all responsibilities, duties, and qualifications.
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