Customer Experience Associate

Description

• Internal Coordination: Collaborate with departments across the organization to ensure accurate and timely communication on customer needs
• Product & Inventory Support: Conduct basic quality checks and assist with pulling products from the warehouse as needed
• Field Exposure: Participate in occasional job site visits for hands-on learning and training opportunities.
• Documentation & Policy Knowledge: Maintain detailed records in Salesforce and other platforms; stay up to date on Renewal by Andersen’s warranty policies.
• Problem Solving: Support homeowners with logistical changes, reschedules, and service-related questions.
• Project Updates: Provide clear, proactive updates to homeowners regarding their installation status
• Issue Resolution: Research and follow through on customer inquiries; escalate issues to the appropriate team as needed.
• Customer Communication: Respond to inbound calls, emails, and texts from customers and internal contacts in a timely, professional manner
• Team Support: Foster a positive team environment through communication, reliability, and, supporting leadership with additional tasks as assigned.

Requirements

• Work Environment: This is a full-time, in-office role based in San Diego, CA. Ability to sit or stand for extended periods and perform repetitive hand tasks.
• Customer Focused: A clear understanding of the customer journey and the importance of experience at every stage
• CRM Experience: Hands-on experience with Salesforce and the use of Salesforce Reports for tracking and communication
• Policy Knowledge: Stay informed on current Renewal by Andersen warranty policies to support customer needs.
• Experience: 2-5+ years in a customer service or support role.
• Quick Learner: Ability to rapidly absorb and apply knowledge of product offerings and company policies.
• Preferred experience: Prior experience in a home improvement or customer success environment, project coordination or scheduling experience and familiarity with product ordering and inventory processes
• Independence: Proven ability to work independently and take initiative.
• Problem Solving: Ability to assess issues quickly and propose effective solutions.
• Communication: Strong written and verbal communication skills
• Software Proficiency: Skilled in Microsoft Office Suite and various texting/chat communication platforms
• Telephony Systems: Familiarity with VoIP systems such as Five9 for efficient call handling.

Benefits

• 401(k) with Company Match: Competitive company contributions to help build your future.
• Comprehensive Benefits Package: Health, dental, and vision insurance, along with long-term disability
• Competitive pay: $20-$23 per hour, based on experience, with potential for performance-based bonuses.
• Career Growth: Training and development opportunities, with room to grow within Customer Care and other company departments.
• Paid Time Off and Company Paid Holidays: Generous PTO and 6 Paid Holidays to support work-life balance

Training + Development

Interview process

Visa Sponsorship

Security clearance