Homeowner Experience Manager - Vermont

The role of the Homeowner Experience Manager is to keep our homeowners up to date throughout their window and / or door replacement project. The HEM will manage a team of homeowner facing associates to answer questions or concerns and help guide them through their window & door project from point of sale to final day of installation. This role is 100% phone interaction in both incoming and outbound communication.

Essential functions

Reasonable accommodation may be made to enable individuals with disabilities to perform these essential functions.

• Schedule the homeowner's technical measure appointment.
• Work closely with our Installation Project Managers to keep their technical measure calendar updated with appropriate information.
• Create a relationship with the homeowner by completing key touch base points throughout their project to keep them properly informed.
• Perform close out calls with homeowners to ensure the homeowner is delighted with the results of their installation.
• Respond to post-sale Medallia surveys completed by homeowners.
• Ensure a "10 star" communication experience throughout their entire project.

Competencies

Phone Skills : Inbound and outbound customer service calls.

Management of homeowner experience team

Excellent verbal and written communication skills.

Strong customer service skills.

Ability to multitask.

Effective ability to work independently.

Computer skills with basic knowledge of Microsoft Office Suite; primarily Excel, Word, and Outlook.

Strong organizational skills and the ability to pay close attention to details.

Ability to listen and take positive and constructive customer feedback, analyze feedback and report findings and / or recommendations to manager.

Ability to diffuse negative situations and turn conversations positive.

Technology including iPad, Inventory management, CRM and Microsoft suite.

Work environment

Internal Office.

Physical demands

Ability to sit for long periods of time.

Travel required

Reliable transportation to the office in White River Junction Vermont.

Preferred education and experience

High school education required.

Associate or bachelor's degree preferred.

Eligibility requirements

Minimum 5 years' call center based customer service environment or related experience.

Renewal by Andersen of Vermont is an equal employment opportunity employer.

Other duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice

Job Type : Full-time

Pay : Up to $65,000.00 per year

Benefits :

401(k)

Dental insurance

Flexible schedule

Health insurance

Paid time off

Retirement plan

Vision insurance

Schedule :

8 hour shift

Monday to Friday

Weekends as needed

Work Location : In person

By applying to this job, agree that may be contacted at the number submitted, including by autodialed calls and texts, for informational and ail other purposes by Renewal by Andersen, and its affiliated companies (collectively, (RbA").