• Customer Experience Coordinator

    Renewal by Andersen (Stamford, CT)


    Installation Coordinator

     

    Renewal by Andersen - Stamford, CT

     

    Renewal by Andersen is the custom division of Andersen Windows. Founded in 1903, Andersen Windows has been the world’s largest and most recognized brand for exclusive window and door systems. Renewal by Andersen was founded with the objective of creating a different and better window and door replacement experience for homeowners.

     

    We are looking to expand our administrative team by filling a key role within the organization with an Installation Coordinator. All characteristics for this role will include, but are not limited to, the following:

    Primary Responsibilities:

    - Responsible for all administrative functions related to the entire installation process. This includes, but is not limited to, preparation of installer paperwork, customer’s installation and post-installation paperwork.

     

    - Complete accurate, and timely Formstack reports for each new installation, and each installation go-back.

     

    - Answer incoming calls from and make outbound calls to existing customers to keep them updated on their projects.

     

    - Responsible for three customer touch points for all installations using scripting; ETA touch call/text the morning of the installation, mid-day check-in on the first day of the project, end of installation wrap-up call.

     

    - Address customer concerns and work to resolve any issues they may be experiencing. Provide clear and accurate details of customer concerns and issues to appropriate department. Follow up with customer to ensure satisfaction.

     

    - Log customer communication notes in the signature service portal, and/or rForce.

     

    - Schedule job site visits for project managers, installation production manager, and production manager, as needed for escalated customers, installation issues, and post-installation issues based on customer feedback.

     

    - Make outbound calls to all customers to discuss online reviews, send out NiceJob! invitations in conjunction with releasing the Medallia project survey.

     

    - Release all project surveys in the Signature Service portal with accurate customer contact information.

     

    - Prepare NPS leaderboard reporting for leadership team; sales manager, production manager, and President.

    Qualifications:

    - 2-3 years of experience in an administrative role

     

    - Strong follow-up & customer service skills

     

    - CRM software experience, Salesforce is a plus!

     

    - Experience using Microsoft Office products, specifically with Excel and Word

     

    - High attention to detail

     

    - Ability to problem solve independently

     

    - High level written/verbal communication skills

     

    - Previous Home Improvement industry experience is a plus!

    Compensation and Benefits:

    - $24-26/hourly with monthly bonus opportunity!

     

    - Full insurance package, including medical, dental, vision, and life

     

    - 401(K) with company match percentage

     

    - Student loan repayment program

     

    - PTO, paid holidays, and floating holidays!

     

    - Employee perks discount program, and more!

    Schedule:

    - Onsite in our Stamford office

     

    - Monday-Friday; 8:00am-4:30pm

     

    - Occasional Saturday overtime, as needed

     

    DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.

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