Customer Care Representative
Full-time
On-site
Tomball, TX

About Renewal by Andersen (www.rbahouston.com)
Renewal by Andersen, exclusive replacement window and patio door subsidiary of the 100+ year old Andersen Corporation.
Renewal by Andersen offers a start-to-finish replacement process, where custom-crafted, energy-efficient replacement windows and doors are professionally installed for residential customers.

Want to know more about us? https://bit.ly/3yuZsti

Location: Tomball, TX
Compensation: $16.00-18.00 per hour depending on experience.
Additional: Bonuses
Benefits: Health, Vision, Dental, Flexible Spending Account, Health Savings Account, PTO (Paid Time Off), Holiday Pay, Short-term and Long-term Disability, Life and Accidental Death & Dismemberment, Employee Assistance Program, Training and Development, 401K +matching.

Position Summary : Under general supervision of the Office Manager. This position requires an ability to create, build and strengthen the relationships between RbA and customers. Maintains a customer-centric to support RbA Signature Service standards.

General Responsibilities: To perform this job successfully, an individual must be able to perform the following satisfactorily; other duties may be assigned. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Verify that all funds for project have approved and/or received according to the Electronic Payment Authorization Form.
• Welcome Phone Call. Verbally contact customers after sale to confirm best contact times and methods of contact and answer any immediate questions or concerns that they may have. Review each unit line item on project eGreement with homeowner to ensure all items on project are covered and understood. Review items that are included and excluded from the eGreement. After verbal communication, follow up with summary email of conversation to the customer.
• Works with the Installation Scheduler to schedule the Installation Project Manager to TM the project and coordinate installation with Installers.
• Serve as the main contact for customers for the life cycle of the project including, but not limited to post sale, ordering, installation, close-out the project, receiving payment, and incomplete install completions.
• Communicate both verbally and written the pre-installation checklist with the homeowner and verify receipt and that the customer has done their part in advance of crew arrival.
• Works with Design Specialists, Installation Managers, and Customer Service team to determine fastest timeline route from ordering the product, installation, and closing out the order all while verbally keeping the customer informed on the project status.
• Keep continuous verbal and written communications, noted in rForce, with customers to ensure that all questions and concerns about their project are addressed and satisfied, to include service immediately post-install. Address all customer requests with 2 business days.
• Attend company meetings to provide updates on pending items such as customers signing of addendum, missing deposits, or any other pertinent information to get jobs ordered at a weekly meeting.
• Create a weekly list of outstanding items to request from Design Specialist, Installation Managers and Customer Service team. This includes, but not limited to outstanding amendments, trouble with getting technical measures scheduled. Provide feedback to sales and production management as necessary.
• Other duties as assigned.

Job Requirements , Education and Experience:

• 3+ years Customer Service Rep/Customer Care Rep (CSR) primarily by phone.
• Excellent oral and written communication skills
• Solid organizational skills to follow through with customers to resolution
• Proven ability to deescalate customer issues/concerns while building brand value
• Strong interpersonal skills including the ability to listen.
• Intermediate knowledge of Microsoft Office 365 including Word, Excel, Outlook, PowerPoint, SharePoint, and Teams.
• Salesforce experience highly desired.
• High school diploma or general education degree (GED)

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, or any other federal, state, or local protected class. We are committed to recruiting, hiring, training, and promoting qualified people of all backgrounds.

The State of Texas is an "at will" employment state. I understand that this job description does not create a contract for employment with Renewal by Andersen and that the Company reserves the right to change or modify this job description at any time with or without notice. I understand that my employment is "at will" and the Company or I may end the employment relationship at any time, for any reason or for no reason, with or without notice.