Service Assessment Agent

Andersen Corporation • Minnesota, MN

1d • Onsite

About The Position

This position is responsible for communicating, diagnosing, coordinating, and ensuring all Service appointments for Corporate and Affiliate locations, by communicating directly with our customer. This position must collaborate with a broad cross-section of RbA departments and business associates including retail affiliate and corporate management, retail quality, installation crews, service technicians and external contractors. Additionally, data analysis and knowledge development which focus on identifying and prioritizing product, Installation and Service procedures and best practices are central to the position. Understands and utilizes technology and processes developed through the Field Operations team. The position focuses on assessing services to improve capacity, first time through and signature service within the network. These responsibilities will be achieved while supporting and representing the Brand and Brand promise through signature service, while delighting our internal and external customer.

Requirements

• 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.
• Knowledge and experience of Renewal retail technology platforms (rForce, Mitel) is preferred.
• Understanding of current technology and department processes.
• Product, installation and service application knowledge is preferred.
• 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.

Nice To Haves

• Field sales, customer service, technical writing and publication, process development, and training experience helpful.
• Knowledge and experience of Renewal retail technology platforms (rForce, Mitel) is preferred.
• Product, installation and service application knowledge is preferred.

Responsibilities

• Diagnose and set qualified service appointments to achieve set metrics of service first time through.
• Work directly with our customer to resolve installation/service process issues in a measurable timeline to ensure a positive customer experience.
• Uses the service assessment methodology script and technology to validate services that are more complex and may are more complex and require a more experienced service technician visit.
• Provide world class customer experience through soft skill and conflict resolution skills providing to provide brand promise through signature delighting customers via Renewal’s Signature Service methodology and tactics to include soft skills and conflict resolution.
• Process Improvement – actively provide feedback to improve process and continue growth and development of program.
• Develop and commercialize educational/instructional materials to foster self-sufficiency through “The Link and “RenewU” to support operation, installation, service and administrative leaders and technicians
• Develop and commercialize educational materials to foster self-sufficiency through “The Link and “RenewU” to support operation, installation, service and administrative leaders and technicians
• Collaborate with Field Ops Team to evaluate retail operation performance regarding Renewal retail agreements, policies, processes and standards linked to installation, product quality, signature service, and customer experience.
• Collaborate with Field Operations team to evaluate retail operation performance regarding Renewal retail 5 % agreements, policies, processes, and standards linked to installation, product quality, signature service and customer experience.
• Remain knowledgeable and up to date on all products as well as installation and service procedures.
• Other duties as assigned by supervisor.

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