Service Assessment Agent
Core
Diagnose and set qualified service appointments, resolve installation/service process issues, and assess service to improve capacity and first-time-through metrics for the residential window and door sector.
Role type
Senior IC service operations specialist
Builds
Service appointment scheduling and resolution workflows for Renewal by Andersen retail affiliates
Domain
Home improvement / Residential construction
Required skills
Service appointment diagnosis, conflict resolution, process improvement, educational material development, retail operation performance evaluation, product and installation procedure knowledge
Preferred skills
Field sales, technical writing, process development, training, rForce and Mitel platforms, emotional intelligence
Technologies
rForce, Mitel
Responsibilities
Diagnose and set qualified service appointments to achieve set metrics of service first time through; Work directly with our customer to resolve installation/service process issues in a measurable timeline to ensure a positive customer experience; Uses the service assessment methodology script and technology to validate services that are more complex and may are more complex and require a more experienced service technician visit; Process Improvement – actively provide feedback to improve process and continue growth and development of program; Develop and commercialize educational/instructional materials to foster self sufficiency through “The Link and “RenewU” to support operation, installation, service and administrative leaders and technicians; Collaborate with Field Ops Team to evaluate retail operation performance regarding Renewal retail agreements, policies, processes and standards linked to installation, product quality, signature service, and customer experience.
Seniority
Mid-level, hands-on IC