National Service Assessment Coach

## National Service Assessment Coach Apply locations:
Minnesota time type:
Full time posted on:
Posted 8 Days Agojob requisition :
R-5352
** ANDERSEN CORPORATION

SUMMARY:

** At Andersen, we see possibility everywhere, every day and in everything we do. The possibility for our employees to achieve their full potential, for our communities to be stronger and for everyone to have a healthier, happier place to live.

Our portfolio of brands — Andersen Windows & Doors, Renewal by Andersen and Fenetres MQ — is crafted to serve customers across the new residential, home improvement and light commercial building sector.

Join our more than 13,000 employees who are inspired every day to deliver exceptional experiences that turn possibility into reality.
*
* JOB DESCRIPTION:

** Assist NSAT Supervisors and Manager in maximizing individual performance aligned with NSAT goals and objectives. Drive business results through support of Service Assessment Specialist growth and development as identified through performance discussions with Supervisor/Manager. Assist in leading team in times manager or supervisor is not present specifically in the evenings and weekends as well as live coaching during majority of working hours.

Responsibilities
* Live Coaching – Working with the team on duty. This involves doing live listen-ins, positive feedback as well as constructive criticism given to all agents as needed. This includes listening in live to calls via the phone system and possibly taking over a call that gets escalated.
* Training – Assist Supervisor and NSA Trainer with initial and on-going training of Service Assessment
* Specialists. Provide input for continuous refinement of formal training guides and tutorials for Service Assessment Specialists.
* Call Handling – Assist with the inbound calls in times of short staffing or high call volumes.
* Call Reporting – Utilize data to identify trends in wrap codes, handle time, calls taken per Service Assessment Specialist, calls abandoned, TSF of group, and other driving metrics.
* Process improvement – Assist in identifying opportunities to establish/improve Customer Experience and business results. Drive process design, acceptance and implementation.
* Work with IT to ensure the customer management system is working properly. Report any issues to IT and follow up until resolved.
* Ensure that minimum expectations are met for tracked metrics. If not being met, train and coach Service Assessment Specialists to meet minimum standards.
* Assist NSA supervisor and manager with bi-weekly 1:1’s with all agents and bi-weekly sales meetings.
* Other duties as assigned by supervisor.
* Direction of others - Trainer for 10 to 15 SAS team MINIMUM QUALIFICATION, SKILL AND/OR COMPETENCY REQUIREMENTS
* Two-year 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, bright metrics, Tech See) is preferred.
* Understanding of current technology and department processes.
* 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.
* Remain knowledgeable and up to date on all products as well as installation and service procedures.
** PAY RANGE:**$56,664.00 - $
** CULTURE AND BENEFITS:
** At Andersen, we believe our people are at the heart of everything we do. Every day, their talent, dedication and passion enables us to be the most trusted window & door company. To support our employees, we provide a comprehensive Total Rewards Package – a thoughtful combination of pay and benefits that reflects our commitment to investing in each team member’s wellbeing and success.

While specific benefits may vary by position or location, we’re proud to offer a comprehensive Total Rewards Package designed to…