National Service Assessment Coach

Andersen Corporation • Minnesota, MN

1d • Hybrid

About The Position

Assist NSAT Supervisors and Manager in maximizing individual performance aligned with NSAT goals and objectives. Drive business results through support of Service Assessment Specialist growth and development as identified through performance discussions with Supervisor/Manager. Assist in leading team in times manager or supervisor is not present specifically in the evenings and weekends as well as live coaching during majority of working hours.

Requirements

• Two-year college degree in business or related field, or equivalent combination of education and experience.
• Field sales, customer service, technical writing and publication, process development, and training experience helpful
• Understanding of current technology and department processes.
• Demonstrated ability to overcome objections, negotiate positive outcomes and present positive image of the company
• High level of emotional intelligence and listening skills
• Strong written and verbal communication skills, ability to build relationships at all levels.
• Remain knowledgeable and up to date on all products as well as installation and service procedures.

Nice To Haves

• Knowledge and experience of Renewal retail technology platforms (rForce, Mitel, brightmetrics, TechSee) is preferred.
• Product, installation and service application knowledge is preferred.

Responsibilities

• Live Coaching – Working with the team on duty. This involves doing live listen-ins, positive feedback as well as constructive criticism given to all agents as needed. This includes listening in live to calls via the phone system and possibly taking over a call that gets escalated.
• Training – Assist Supervisor and NSA Trainer with initial and on-going training of Service Assessment Specialists. Provide input for continuous refinement of formal training guides and tutorials for Service Assessment Specialists.
• Call Handling – Assist with the inbound calls in times of short staffing or high call volumes.
• Call Reporting – Utilize data to identify trends in wrap codes, handle time, calls taken per Service Assessment Specialist, calls abandoned, TSF of group, and other driving metrics.
• Process improvement – Assist in identifying opportunities to establish/improve Customer Experience and business results. Drive process design, acceptance and implementation. Work with IT to ensure the customer management system is working properly. Report any issues to IT and follow up until resolved. Ensure that minimum expectations are met for tracked metrics. If not being met, train and coach Service Assessment Specialists to meet minimum standards.
• Assist NSA supervisor and manager with bi-weekly 1:1’s with all agents and bi-weekly sales meetings.
• Other duties as assigned by supervisor.
• Direction of others - Trainer for 10 to 15 SAS team

Benefits

• 401 (k) Plan, Employer Fixed Contributions & Company Matching Profit Sharing
• Medical, Dental and Vision Coverage
• Flexible Spending Accounts (FSAs), Health Savings Account (HSA) and Health Reimbursement Account (HRA)
• Life Insurance
• Paid Time Off & Paid Holidays
• Paid Maternity Leave & Paid Parental Leave
• Career Growth Planning & Nationwide Career Opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree