Service Assessment Specialist

Responsibilities

• 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.
• Perform data analysis and knowledge development focusing on identifying and prioritizing product, installation and service procedures and best practices.
• Utilize technology and processes developed through the Field Operations team.
• Assess service to improve capacity, first‑time through, and signature service within the network.
• 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.
• Use the service assessment methodology script and technology to validate services that are more complex and may require a more experienced service technician visit.
• Provide world‑class customer experience through soft‑skill and conflict‑resolution skills, delivering the brand promise through signature delighting customers via Renewal’s Signature Service methodology and tactics.
• 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.
• Collaborate with the Field Ops Team to evaluate retail operation performance regarding Renewal retail agreements, policies, processes and standards related to installation, product quality, signature service and customer experience.
• Remain knowledgeable and up to date on all product as well as installation and service procedures.
• Other duties as assigned by supervisor.
• Supervisor of small to medium sized team.

• 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 process.
• 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.