Homeowner Resolution Specialist / Service Quality Assurance

Why Renewal by Andersen? True multi-taskers, our retail operations team is proud of the products we install and dedicated to going the extra mile for our homeowners every day.

A reputation that stands apart
We've long understood that a quality experience is in the details. All of the engineering and craftsmanship we put into our products would mean little without the very best teams to back them up with service, warranty, field operations, logistics, and customer service and support.

Top-to-bottom expertise
Our business isn't just making custom windows, it's providing a world-class homeowner experience at all touchpoints. True multi-taskers, every member of our retail operations team is dedicated to our products AND our process.

A legacy of innovation
Our operations teams are the lynchpin of our business, challenging themselves each day, recognizing and rewarding success, taking pride in their work, and honoring a legacy built on doing the right thing.

Job Details

Purpose: This position is responsible for actively ensuring the Renewal by Andersen brand are enhanced by quickly and professionally resolving customer issues. Individual would work closely with Owners and Managers of the Renewal by Andersen network, as well as, internal Sales, RD&I, Quality and Manufacturing teams to communicate and resolve service, product quality issues. Responsibilities: -Facilitates communication and resolution of the highest risk elevated and non-routine Renewal by Andersen Homeowner Complaint issues that are brought to the attention of Renewal by Andersen and Andersen Corporation. -Advises parties regarding technical product information and performance to minimize litigation and financial exposure. -Facilitate resolution to escalated claims through partnership with internal legal department to develop resolution approach and assure that legal exposure is minimized. -Clarify, diagnose, and problem-solve customer order fulfillment requests/issues working with internal teams to assure customer expectations are met. -Maintain files, database and reporting of Homeowner Complaint Program to assure documentation standards are met. -Generate original correspondence when responding to homeowner customers. -Supports Dark Market initiatives through coordination of service providers and resolution of service related issues. -Manages own workflow, setting priorities and negotiating delivery of work to meet customer expectations. Organizes and communicates with cross-function teams on product, service, and customer expectation issues. -Other duties as assigned by supervisor. Qualifications: -Bachelor's degree in related field or 6+ years of experience in handling complex product service, and customer related support. -Comprehensive Renewal by Andersen product and Andersen Windows Enterprise knowledge. -Strong communication skills (verbal and written). -Strong customer orientation, including customer service and resolution skills. -Financial knowledge: understanding of key financial indicators and decisions that impact recommendations. -Decision making skills; bias for action. -Strong computer skills, including word processing, spreadsheet and email/calendar.