Homeowner Resolution Specialist​/Service Quality Assurance

Purpose:

This position is responsible for actively ensuring the Renewal by Andersen brand is enhanced by quickly and professionally resolving customer issues. The individual will work closely with Owners and Managers of the Renewal by Andersen network, as well as with internal Sales, RD&I, Quality, and Manufacturing teams to communicate and resolve service and product quality issues.

• Facilitates communication and resolution of the highest risk elevated and non-routine Renewal by Andersen homeowner complaint issues that are brought to the attention of Renewal by Andersen and Andersen Corporation.
• Advises parties regarding technical product information and performance to minimize litigation and financial exposure.
• Facilitates resolution to escalated claims through partnership with internal legal department to develop resolution approach and assure that legal exposure is minimized.
• Clarifies, diagnoses, and problem-solve customer order fulfillment requests/issues, working with internal teams to assure customer expectations are met.
• Maintains files, database, and reporting of Homeowner Complaint Program to assure documentation standards are met.
• Generates original correspondence when responding to homeowner customers.
• Supports Dark Market initiatives through coordination of service providers and resolution of service related issues.
• Manages own workflow, setting priorities and negotiating delivery of work to meet customer expectations; organizes and communicates with cross-function teams on product, service, and customer expectation issues.
• Other duties as assigned by supervisor.

• Bachelor's degree in a related field or 6+ years of experience in handling complex product service and customer related support.
• Comprehensive Renewal by Andersen product and Andersen Windows Enterprise knowledge.
• Strong communication skills (verbal and written).
• Strong customer orientation, including customer service and resolution skills.
• Financial knowledge: understanding of key financial indicators and decisions that impact recommendations.
• Decision making skills; bias for action.
  
  Strong computer skills, including word processing, spreadsheet and email/calendar.