Homeowner Resolution Specialist

WE ARE  

Renewal by Andersen, the replacement division of Andersen Windows, is looking for a Homeowner Resolution Specialist to join its growing Operations team. This is a full-time position in a fast-paced, energetic, deadline-driven environment. This is also an opportunity for the right candidate to become part of a passionate, close-knit team. This position is in our Richmond office located on Deep Rock Road in the West End of Richmond.   


OUR CULTURE  

Our focus is people. Every member of our team is committed to taking care of not only our customers and the community we serve, but each other. We have a culture of making a difference, and we live those values every day. By taking care of ourselves and each other, we can take better care of our customers. It is our goal to bring out the best in everyone. We are committed to having an inclusive and diverse workplace where all people feel respected, valued and driven to realize their full potential.   


WHAT WE ARE SEEKING 

We seek a team player that possesses exceptional Customer Service skills, Project management skills and adept at multitasking. Experience in the construction field as an administrator is a plus! High energy, innovation, and organization are essential to this role. You will be focusing on customers who have had issues at installation, otherwise called a Job in Progress (JIP). JIPs are orders needing a service within 30 days of the installation of windows and doors. You will be the primary Point of Contact for these customers until the JIP orders are completed.  


YOUR ROLE/ RESPONSIBILITIES 
-Assist Installation Project Managers (IPMs) in writing up and submitting Job in Progress (JIPs) and service requests reported at install  
-Speaking with homeowner, Installer, and Installation Project Manager to gather information and photos needed to resolve issues  
-Compile information into email and open service requests including all information and photos  
-Order replacement items needed to complete job 
-Create and submit purchase orders   
-Status calls to homeowners when items ordered  
-Check daily for ship dates and confirm purchase orders   
-Work directly with manufacturers for updates and questions  
-Code reorders appropriately   
-Keep homeowners informed of order progress  
-Scheduling visits and return visits for Jobs in progress 
-Working with Installation Project Managers, Service techs, and Installers to ensure jobs are properly scheduled  
-Schedule jobs as soon as ship dates are available   
-Respond to emails with scheduled dates  
-Ensure all orders have arrived for scheduled date   
-Check available schedule and set appointments on Installers and Service Techs  
-Schedule Install Project Managers needed to help collect information and photos  
-Use Marlimar or call homeowner to confirm dates  
-Provide Consistent Install Project Manager and homeowner contact  
-Weekly status calls  
-Backorder and inventory hold calls for orders  
-Letting homeowners know products do not have ship dates yet  
-Attending Install Project Manager daily meeting   
-Add any information needed into install work orders  
-Special equipment notes  
-Specific install crews needed  
-Adjust notes if needed  
-Follow up with Install Project Managers on any outstanding Jobs in Progress 
-Update service request and work order notes   
-Send out update email with job status   
-Monitor emails, Marlimar text platform, and GroupMe for relevant information  
-Appointment reminder calls  
-Putting together all necessary paperwork to go on scheduled date for Jobs in Progress  
-Checking money owed and sending invoice or finance paperwork  
-Printed work orders   
-Warranty packets  
-Close out service requests and work orders when complete for Jobs in Progress 
-Update notes and email accounting and service list informing of job completion  
-Follow up calls to homeowners to ensure satisfaction  
-Close out non-warranty service requests in rforce   
-Send all warranty/reimbursable requests to be closed out   
-Attend weekly Operations meeting   
-Discuss status of jobs-Jobs in Progress only   
-Ask/answer any questions regarding specific jobs  
-Share ideas   
-Assist with any additional tasks as needed  
-Help answer phones   
-Work as a team with service and install   


REQUIREMENTS:
-Authorized to work in the United States 
-Valid Drivers License and clean driving record 
-3 + Years of Customer Service experience (Recommended) 
-3+ Years of Project Management (Recommended) 
-Skilled in Microsoft office  
-Superb communication, and problem solving skills