Customer Experience Ambassador

Asher Lasting Exteriors•Chippewa Falls, WI

10d•$25 - $27•Onsite

About The Position

Asher has been the leader in exterior home remodeling for over 52 years in the Chippewa Valley and now serves the Coulee region. We represent premium brands in each respective product segment such as Renewal by Andersen Windows and Ensemble Entry Doors. If you are looking to become a long-term employee in a culture that embraces growth, teamwork, and innovation, this may be the opportunity for you! We take care of our employees with top industry compensation and a comprehensive benefits package.

Requirements

Knowledge of product terminology including all parts pieces, and materials
Knowledge of current best practices for product installation
Knowledge and fluency in Microsoft Office Suite, iPad functions, and any other basic computer functions
Skill in providing exceptional customer service
Ability to build relationships and trust at all levels of the organization, strong interpersonal skills
Ability to find resolution, deliver difficult feedback and advise management
Ability to take initiative, be resourceful and deal with changing timelines with minimal direction
Ability to manage own workflow, set priorities and negotiate delivery of work to meet customer expectations
Ability to define success metrics and continually measure for improvement
Ability to work independently on assigned projects
Ability to establish and effective working relationships with install crews, other employees, supervisors, and customers.
Ability to work the assigned hours of the position which may include significant overtime.
Ability to multi-task and maintain deadlines.
3+ years of experience of extensive customer service experience with the proven ability to build rapport
Exceptional organizational skills
Must be proficient in the Microsoft Office Suite and have the ability to learn industry specific software
Ability to manage own workflow, set priorities and negotiate delivery of work to meet customer expectations.
Must possess and maintain a valid Driver’s License with acceptable driving record.
Prompt and consistent attendance is mandatory.

Responsibilities

Ensures customers are treated with the utmost respect and given the highest quality workmanship; ensures customer satisfaction is maximized by enforcing quality and customer service standards
Completes job completion walk through with homeowner; collects feedback for recognition or improvement; solicits online reviews
As the in-house expert on survey platforms, utilizes and monitors the Signature Service Portal and Medallia to drive communication, completion, and service to ensure homeowners are delighted with their experience
Monitors key performance indicators on a weekly, monthly, and quarterly basis; reports on trends
Collaborates with various departments to educate and execute the necessary changes based on the Voice of the Customer
Communicates with homeowner and Installation Manager to gather information and photos needed to resolve issues
Maintains continuous status updates with homeowners and internal staff regarding outstanding service and/or JIPs projects discovered during the final walk through
Fills in for service coordinator and customer concierges as needed
Continuously acts as a change agent, creating awareness and progress toward meaningful solutions to processes and systems
Other duties as assigned.