Customer Care Coordinator

The Customer Care Coordinator will act as a point of contact post-install for customers throughout the lifecycle of their project to improve the customer experience.

• Contact all customers post-installation to ensure installation went smoothly and provide a path forward for any post-install issues or concerns.
• Delight customers by providing a consistently excellent customer experience commiserate with our world-class product
• Manage back-end aspects of project, to include monitoring of HOA and ordering, to ensure first time completion within provided timelines
• Keep continuous communications with assigned customers to ensure that all questions and concerns about their project are addressed and satisfied, to include service and other issues occurring post-install
• Contact customers after install as needed to confirm best times and accurate methods of contact and answer any immediate questions or concerns that they may have
• Close out projects with customers immediately (next business day) upon completion of their project to collect feedback for recognition or improvement
• Based on this feedback, pass on customer information as needed to other departments involved and follow up accordingly on the customer’s behalf
• Solicit online reviews from customers using, but not limited to, the following methods – closeout calls, survey results, etc. via phone conversations and email
• Attend Medallia meeting to provide updates on various customers regarding jobs in progress, in turn providing weekly communication with the customer until job is 100% complete per the customer’s expectations
• Provide feedback to sales and production management as necessary via Formstack
• Retain a monthly Medallia NPS score of a minimum 85%

• Minimum Education and Experience:
• Two to three years of experience managing customer relations and/or the ability to demonstrate the ability to meet established KSAs (Knowledge, Skills and Abilities)
• Experience in a sales environment with a background in securing repeat/referral business
• BA/BS degree or equivalent years of job experience is required, the degree with an emphasis in Customer Relations/Business Management, is preferred
• Must be fluent with word, excel, email, PCS, iPad functions and any other basic computer functions
• Must be willing to jump in and assist wherever is needed and maintain a positive outlook to constantly inspire the sales force and production team

• Knowledge, Skills and Abilities:
• Strong sales background with the proven ability to build rapport
• Excellent oral and written communication skills
• Solid organizational skills to follow through with customers to resolution
• Proven ability to deescalate customer issues/concerns while building brand value
• Strong interpersonal skills including the ability to listen
• Flexibility and demonstrated ability to adapt well in a changing environment
• Ability to work with a sense of urgency to complete responsibilities timely
• Strong communications skills in one on one and small group interactions
• 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
• Self-starter with ability to problem solve and manage multiple projects simultaneously
• Confidentiality, diplomacy and a high degree of professionalism is required

• Medical Insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Telehealth: 24/7 access to physicians
• Prescription drug Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance / AD&D $50,000 Paid Coverage
• Additional Voluntary Employee & Spousal life insurance
• Short-term disability Insurance (STD)
• Long-term disability Insurance (LTD)
• Parental Leave
• Voluntary Critical Illness Insurance
• Voluntary Accident Insurance
• Teammate Assistance Plan
• Paid Volunteer Time
• 401k with 50% match up to 6% of your annual pay
• Tuition Reimbursement

Empowered to be Extraordinary.

We believe in our people. And that's why we empower you to develop a career path that supports your unique voice and talents.

THE ESLER COMPANIES - RENEWAL BY ANDERSEN STORY

Renewal by Andersen is the full-service window-replacement division of 120-year-old Andersen Corporation, the owner of the most trusted family of window brands in America. RbA was founded to redefine the industry and offer a different—and better—window-replacement experience.

The Esler Companies is the holding company for a fleet of the top RbA “affiliates” in Arizona, Colorado, Greater Nevada, Texas, Oklahoma, Greater Philadelphia, Southern New England, Southern Maine, Northern New Hampshire, and a sales and marketing ‘engine’ in Northborough, Massachusetts.

We are a proud equal-opportunity employer.

We are committed to fair hiring practices and to creating a welcoming environment for all team members.

Esler Companies LLC is committed to maintaining a safe, healthy, and drug-free workplace for all teammates.

Please note that we participate in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.

Esler Companies will often use SMS to communicate with candidates. Candidates can choose to opt-out at any time.