Customer Care Specialist

Renewal by Andersen | Esler Companies•Tempe, AZ

3d•Onsite

About The Position

We’re looking for an experienced Customer Care Specialist to join our Service team! As a Customer Care Specialist for Esler Companies – Renewal by Andersen, you will play an integral role for our Customer Service team. You will act as a point of contact post-installation for customers throughout the lifecycle of their project to improve the customer experience.

Requirements

Customer Service experience or equivalent knowledge and skills.
Experience in a sales environment with a background in securing repeat/referral business with the proven ability to build rapport.
BA/BS degree or equivalent job experience is required.
Proficient in MS Office Suite, Excel, email, PCS, iPad functions and any other basic computer functions.
Excellent communication and organizational skills to follow through with customer resolution.

Nice To Haves

Customer Relations/Business Management background is preferred.

Responsibilities

Contact all customers post-installation to ensure installation went smoothly and provide a path forward for any post-install issues or concerns, providing consistently excellent customer experience.
Manage back-end aspects of projects to ensure first time completion within provided timelines.
Close out projects with customers by next business day upon completion to collect feedback for recognition or improvement.
Based on this feedback, relay customer information as needed to other departments involved while following up on the customer’s behalf. Provide feedback to sales and production management as needed.
Solicit online reviews from customers using, but not limited to, closeout calls, survey results, etc. via phone conversations and email.
Scan service orders and confirmation into the correct customer’s electronic file.
Other duties as assigned.