Customer Experience Ambassador

COMPANY OVERVIEW:

Asher has been the leader in exterior home remodeling for over 52 years in the Chippewa Valley and now serves the Coulee region. We represent premium brands in each respective product segment such as Renewal by Andersen Windows and Ensemble Entry Doors.

ESSENTIAL FUNCTIONS:

• Ensures customers are treated with the utmost respect and given the highest quality workmanship; ensures customer satisfaction is maximized by enforcing quality and customer service standards
• Completes job completion walk through with homeowner; collects feedback for recognition or improvement; solicits online reviews
• As the in-house expert on survey platforms, utilizes and monitors the Signature Service Portal and Medallia to drive communication, completion, and service to ensure homeowners are delighted with their experience
• Monitors key performance indicators on a weekly, monthly, and quarterly basis; reports on trends
• Collaborates with various departments to educate and execute the necessary changes based on the Voice of the Customer
• Communicates with homeowner and Installation Manager to gather information and photos needed to resolve issues
• Maintains continuous status updates with homeowners and internal staff regarding outstanding service and/or JIPs projects discovered during the final walk through
• Fills in for service coordinator and customer concierges as needed
• Continuously acts as a change agent, creating awareness and progress toward meaningful solutions to processes and systems
• Other duties as assigned.

KNOWLEDGE, SKILLS, AND ABILITIES:

• Knowledge of product terminology including all parts pieces, and materials
• Knowledge of current best practices for product installation
• Knowledge and fluency in Microsoft Office Suite, iPad functions, and any other basic computer functions
• Skill in providing exceptional customer service
• Ability to build relationships and trust at all levels of the organization, strong interpersonal skills
• Ability to find resolution, deliver difficult feedback and advise management
• Ability to take initiative, be resourceful and deal with changing timelines with minimal direction
• Ability to manage own workflow, set priorities and negotiate delivery of work to meet customer expectations
• Ability to define success metrics and continually measure for improvement
• Ability to work independently on assigned projects
• Ability to establish and maintain effective working relationships with install crews, other employees, supervisors, and customers.
• Ability to work the assigned hours of the position which may include significant overtime.
• Ability to multi-task and maintain deadlines.

REQUIRED QUALIFICATIONS:

• 3+ years of experience of extensive customer service experience with the proven ability to build rapport
• Exceptional organizational skills
• Must be proficient in the Microsoft Office Suite and have the ability to learn industry specific software
• Ability to manage own workflow, set priorities and negotiate delivery of work to meet customer expectations.

LICENSES, CERTIFICATION, AND OTHER REQUIREMENTS:

• Must possess and maintain a valid Driver’s License with acceptable driving record.
• Prompt and consistent attendance is mandatory.

PHYSICAL REQUIREMENTS:

• Physical demand requirements are at levels of those for sedentary work
• Position regularly operates a variety of office equipment which includes a computer, printer, facsimile machine, copy machine, calculator, telephone, etc.
• Must be able to use body members to work, move or carry objects or materials
• Must be able to exert up to twenty pounds of force occasionally and up to ten pounds of force frequently

If you are looking to become a long-term employee in a culture that embraces growth, teamwork, and innovation, this may be the opportunity for you! We take care of our employees with top industry compensation and a comprehensive benefits package including:

• Health Insurance
• Dental Insurance
• Vision Insurance
• 401k with company contribution and 2-year vesting
• Long-term Disability
• Short-term Disability
• Life Insurance
• Paid Holidays (including your birthday!)
• Generous Paid Time Off (PTO)
• Clothing Allowance

If this sounds like the opportunity for you, apply online at www.asherjobs.com or in person at our showroom at 1654 Commercial Blvd, Chippewa Falls WI 54729

What is the Asher Difference? It’s our people! See our team in action here: https://www.youtube.com/watch?v=JEFjQUUSi7M

***Recruiters/Recruitment agencies: Please do not contact this company regarding recruitment assistance**

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