Phone Customer Service / Customer Relations / Concierge Full-Time Tomball

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Posted Jun 03, 2020
Job Description

Role: Phone Customer Service / Customer Relations / Concierge
Tomball, TX

About Renewal by Andersen (
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.

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Under general supervision of the Operations Manager. This position requires an ability to create, build and strengthen the relationships between RbA and customers. Serve as the main contact for assigned customers for the life cycle of the project including, but not limited to post sale, ordering, installation and closing-out the project. Collects and reviews the satisfaction of existing customers. Maintains a customer-centric to support RbA customer service standards.

• A single single-point-of-contact guiding homeowners after the sale through the installation process: scheduling, tech measure, order confirmation, pre-installation, installation, completion, and follow-up.

Location: Tomball, TX
Benefits: Health, Vision, Dental, Health Reimbursement Account, Short Term Disability, Life, Holiday Pay, PTO (Paid Time Off), 401K +matching
Other Compensation: Bonuses and Commissions
Essential Functions:
• Partner with assigned sales representatives and serve as point of contact (POC) post-sale for all assigned customers.
• Contact customers after sale to confirm best times and methods of contact and answer any immediate questions or concerns that they may have.
• Keep continuous communications with assigned 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 in a timely fashion.
• Close out projects with customers upon completion of their project to collect feedback for recognition or improvement. Based on this feedback, pass on customer information as needed to other departments involved and follow up accordingly on the customer's behalf.
• Review post-installation checklist and customer service survey with customers.
• Solicit referral business from past customers using, but not limited to, the following methods, closeout calls, survey results, online reviews, etc. via phone conversations and email.
• Contract Amendments: prepare the amendment to be emailed to the customer for immediate signature to allow for ordering of the products. Verify the financing has been secured for any additions to the project and make sure system reflects the funding source accurately. Notify Accounting of any change to the deposit amounts to allow for proper deposit amounts to cover project total. Notify order processors when amendments are received.
• Attend company meetings to provide updates on pending items such as customers signing of amendments, 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 representatives, installation managers and customer service. 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 Minimum Education and Experience:
• Two to three years+ of experience managing customer relations primarily via the phone within
the Home Improvement Industry.
• Home Improvement product and/or home Improvement service industry required.
• Experience handling full life cycle flow of Home Improvement product installation/service, after sale to after installation, highly preferred.
• Experience in a sales environment and ability to multitask and stay organized
• Must be fluent with Word, Excel, email, iPad functions and any other basic computer functions
• Must be willing to jump in and assist where-ever it is needed and maintain a positive outlook to constantly inspire the sales force
• Desired: Experience in a sales environment with a background in securing repeat/referral business
• Customer relations background with the proven ability to build rapport
• 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
• BA/BS degree preferred

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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.


Hourly +Bonuses +Benefits

Job Categories

Job Types(s):   Customer Service, Other

Industry(s):   Other, Construction / Engineering

Employment Type:   Employee - Full Time

Job Location(s):   Tomball / Magnolia

Contact Information

Renewal by Andersen of Houston

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