Service Concierge

Renewal by Andersen Metro & Midwest•Hayward, CA

4h•$28 - $29•Onsite

About The Position

Renewal by Andersen is the custom division of Andersen Windows. Founded in 1903, Andersen Windows has been the world’s largest and most recognized brand for exclusive window and door systems. Renewal by Andersen was founded with the objective of creating a different and better window and door replacement experience for homeowners. Our expanding home improvement business is searching for a talented Service Concierge to help elevate the level of support our Service Team provides to both homeowners and internal teams. The ideal candidate will excel at communication, coordination, and customer care while serving as the primary point of contact throughout the post-installation service experience. This fast-paced role requires exceptional attention to detail, organization, and follow-through. The Service Concierge will be responsible for coordinating service requests, optimizing field technician schedules to maximize efficiency and capacity, maintaining frequent customer touchpoints, providing timely updates to internal stakeholders, and ensuring every service experience concludes with a satisfactory resolution.

Requirements

Exceptional customer service skills with a strong commitment to delivering a positive homeowner experience
Exceptional verbal and written communication skills with the ability to effectively interact with homeowners, service technicians, vendors and internal stakeholders
Strong organizational skills with the ability to manage multiple priorities, service requests, and schedules in a fast-paced environment
Proven ability to provide high-level post installation customer care through frequent customer touchpoints, proactive follow-up, and timely status updates
Strong attention to detail with the ability to accurately document customer interactions, service milestones, and work order information
Intermediate to advanced proficiency with computers and business software, including Microsoft Office applications and service management systems
Effective problem-solving skills with a sense of urgency and the ability to identify and resolve service-related issues quickly and professionally
Ability to work independently while collaborating effectively with the cross-functional teams to ensure timely service completion and customer satisfaction
Strong adaptability and flexibility in managing changing priorities, customer needs, and operational demands
Ability to perform service completion and closeout calls, confirm satisfactory resolutions, and escalate unresolved concerns when appropriate
Ability to sit and work with computers and phones for extended periods while maintaining a high level of professionalism and productivity

Responsibilities

Schedule warranty and out-of-warranty service requests for all service technicians
Create and maintain detailed field service technician work orders with all pertinent appointment information
Perform reminder calls for all scheduled service appointments
Serve as the primary point of contact for homeowners throughout the post-installation service process
Provide high-level customer care through frequent communication, appointment updates, and proactive follow-up regarding service progress
Maintain regular communication with internal departments and field personnel to ensure alignment on open service requests and customer expectations
Continuously optimize field service technician schedules by balancing capacity, geography, priorities, and resource availability to maximize efficiency and productivity
Monitor open service requests and proactively adjust schedules to accommodate urgent customer needs while minimizing downtime and travel inefficiencies
Document all customer interactions, service milestones, and status updates within the system of record
Perform service completion and closeout calls to confirm all work has been completed, ensure customer satisfaction, and verify satisfactory resolution of outstanding concerns
Escalate unresolved issues appropriately and coordinate next steps to ensure timely resolution
Perform any additional duties and responsibilities as deemed necessary by management