Location: Charlotte,NC,United States
As a Customer Experience Associate, you will be responsible for managing and enhancing the overall customer experience during and after the sales process. This role involves effective communication, problem-solving, and collaboration with various internal teams to address customer inquiries, resolve issues, and ensure a seamless customer journey.
Qualification Requirements
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Minimum Qualifications
Associates degree or equivalent work experience
2-3 years of customer care experience/management
Knowledge, Skills, and Abilities
Must be able to maintain professionalism and respectful demeanor with customers
Must be advanced with Outlook
Must be advanced with Microsoft Excel and able to understand reporting from the information
Must have knowledge of ZenBooker (scheduling system)
Must have experience in Sales Force
Organizational skills, follow up, and attention to detail
Must be able to organize & prioritize
Flexible and resilient to adapt to multiple demands, shifting priorities, and changing business conditions
Ability to work independently
Essential Functions
Partner with our sales staff to serve as point of contact for customers
Works well in call center environment
Build rapport with customers by maintaining constant contact via phone, email, or text
Drive the highest standards of ethical behavior by providing accurate information throughout the customer experience
Multi-task effectively in a high-volume environment while maintaining a positive attitude
Deliver high levels of empathy and trust to customers
Provide clear and consistent communication
Present a WOW factor with each customer interaction
Other job duties as assigned
Physical Demands
Sitting for Extended Periods
Computer Use
Meetings and Collaboration
Telephone Communication
Document Handling
Communication
Occasional Travel
Work Environment
Office Setting: The work is typically conducted in an office environment with access to computers, phones, and other necessary tools for managing customer interactions.
Customer Service Center: Customer Experience Associates often work in a designated customer service center or department within the company's office.
Multitasking and Time Management: Customer Experience Associates may need to handle multiple customer inquiries simultaneously, requiring effective multitasking and time management skills.
Training and Development: Participation in training programs to stay updated on products, services, and customer service best practices.
Technology Use: Regular use of customer relationship management (CRM) systems, ticketing systems, and other technology tools to manage customer interactions and record details.
Adherence to Policies and Procedures: Ensuring that customer interactions adhere to company policies, industry regulations, and ethical standards.
Cross-Functional Collaboration: Close collaboration with various departments, including sales, marketing, operations, technology, and other relevant teams to align customer experience strategies with overall business goals.
The above statements are intended to describe the general nature and level of work being performed by individuals assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of the position. All employees may have other duties assigned at any time.
Renewal by Andersen is the full-service window-replacement division of 120-year-old Andersen Corporation, the owner of the most trusted family of window brands in America. Renewal by Andersen was founded with a mission to redefine the industry and to offer a different—and better—window-replacement experience. Renewal by Andersen has 10 company-owned locations and over 50 independently owned “affiliates” across the United States.
S&L Windows is a Renewal by Andersen affiliate that operates in three markets: Charlotte, NC; Columbia, SC; and Greenville/Asheville/Spartanburg. S&L Windows prides itself on being an experienced, reliable partner for its customers by offering superior products and operating with a Green Diamond service mindset. As a family-owned and operated business, S&L Windows is an active member of the community and routinely engages in charitable work through more than a dozen nonprofit organizations.
Renewal by Andersen and S&L Windows are proud equal-opportunity employers. We are committed to fair hiring practices and to creating a welcoming environment for all team members.
Renewal by Andersen is the full-service window and door replacement division of Andersen Corporation, a trusted name in quality and innovation for over 120 years. Since opening our first store in Minnesota in 1995, we’ve expanded to over 100 markets across the U.S., becoming one of the largest replacement window companies in the country.
What sets us apart? Our people. We’re a network of #DifferenceMakers dedicated to improving the lives of our homeowners, team members, families and communities. At Renewal by Andersen, we’re driven by a commitment to exceptional service and creating meaningful opportunities.
Ready to make an impact with us? Discover your future at Renewal by Andersen: www.renewalbyandersen.com/careers
