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Company Contact Info

  • Northborough, MA 01532

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Customer Service Representative

SmoothHiring • Northborough, MA

Posted 8 days ago

Job Snapshot

Full-Time
Other Great Industries
Customer Service

Job Description

About Us
Renewal by Andersen is the replacement window division of Andersen Corporation, a company that’s been innovating windows for more than 110 years. As part of a company with over a century of window and door expertise, we are committed to providing our clients with an exceptional replacement experience where we treat them, their family and home with the utmost respect now and well into the future. We're proud to be part of the Andersen Corporation and excited to offer well qualified candidates the opportunity to join the Renewal by Andersen team.

DESCRIPTION:

We are looking to hire a Retail Service Rep to work in our Operations group in our Northborough Ma office.

FOCUS:

Focus is on providing customer service for delivery partners/customers.
Analyze customer information, identify, and recommend actions.
Process orders/requests.


RESPONSIBILITIES:

Responds to customer (homeowner)/delivery partner requests/inquiries.
Processes complex orders/requests, with 100% accuracy from intake to filing.
Ensures customer management system is updated appropriately.
Clarifies, diagnoses, and resolves customer order issues.
Schedules appointments with homeowners.
Creates packets or other materials as required for sales fulfillment process.
Prepares customer correspondence.
Identifies and implements ways to improve overall level of service.
Communicates order fulfillment process information to internal delivery partners and provides customer/delivery partner feedback.
Administers programs, e.g. customer referral program.
May train others in office and customer service processes.
May create purchase orders, process payments or process receipts.


SCOPE:

Responsible for intermediate to complex level tasks.
Generally standard procedures, but with exceptions.
Able to provide back-up to other team members.


BUSINESS KNOWLEDGE:

Knowledge of window and door products/ services.
Intermediate knowledge of customers/delivery partners.
Intermediate knowledge of retail processes within multiple RbA business functions.


PROJECT/PROCESS MANAGEMENT:

Works under general supervision following defined procedures; requires some judgment in application.
Serve as a department/corporate project team member.


TECHNICAL SKILLS:

Advanced knowledge of technical and business tools.
Advanced understanding of order fulfillment process.


DIRECTION OF OTHERS:

On occasion trains others on processes.
Assists employees.
Qualifications

QUALIFICATIONS:

High school diploma or equivalent plus 2-4 years work experience to include order processing work.
Demonstrated word processing, spreadsheet and general computer skills.
Strong phone etiquette & verbal skills to facilitate problem resolution.
Intermediate writing skills.
Able to determine customer needs and assist in resolving issues for assigned area.
Knowledge of Products/Services.
Persuasiveness
Time Management
Results orientation

BENEFITS:

• Paid holidays & vacation
• Vision, dental & health benefits
• Snacks, coffee and more!!

Position Type
Full-Time
Job ID: REN0033-5BC7
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