Customer Service Manager

Signature Service Manager

Renewal by Andersen - Lawrenceville, GA

Overview:

Renewal by Andersen is the custom division of Andersen windows. Founded in 1903, Andersen Windows has been the world’s largest and most recognized brand for exclusive window and door systems. Renewal by Andersen was founded with the objective of creating a different and better window and door replacement experience for homeowners.

As a Signature Service Manager, you will be responsible for managing our project communication team, driving exceptional customer experiences, and fostering positive online reputation. You will utilize Medallia and NiceJob platforms to monitor customer feedback and manage online reputation. The ideal candidate will possess strong analytical skills, exceptional communication abilities, and a passion for delivering unparalleled service.

Primary Responsibilities:

1. Manage a small team of customer service agents providing timely, accurate project updates and ensuring a marque customer experience

2. Customer Feedback Management:

-Utilize Medallia platform to collect, analyze, and respond to customer feedback across various channels.

-Identify trends, insights, and opportunities for service improvement based on customer feedback data.

-Interface with the operations team to address customer concerns and enhance overall satisfaction levels.

3. Online Reputation Management:

-Monitor online reviews and social media channels using NiceJob platform to gauge customer sentiment and brand perception.

-Respond promptly and professionally to customer reviews, addressing both positive and negative feedback.

4. Performance Analytics:

-Generate regular reports and analytics on service performance, customer feedback trends, and online reputation metrics.

-Utilize data-driven insights to identify areas for improvement and track progress against key performance indicators.

-Collaborate with stakeholders to implement actionable strategies based on performance analytics.

5. Training and Development:

-Conduct training sessions, workshops, ongoing support and coaching to educate your team on signature service standards and best practices.

-Foster a culture of customer-centricity and continuous improvement.

Qualifications:

- Bachelor’s degree strongly preferred but not required

- 5+ years of relevant management experience, required

- Customer service and resolution experience, team management, working in a metric-driven environment, working at a faster than average pace.

- Adaptability, strategic outlook, relationship building, empathy and listening skills, problem solving and organization.

Compensation and Benefits:

- $60,000-65,000/yr. + Bonus Opportunities

- Full insurance package, including medical, dental, vision, and life

- 401(K) with company match

- Student tuition reimbursement program

- Employee perks program

- PTO, paid holidays, and floating holidays!

Schedule:

- Onsite in our Lawrenceville office

- Monday-Friday, 8:00am-5:00pm

DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.