The role of the Homeowner Experience Manager is to keep our homeowners up to date throughout their window and/or door replacement project. The HEM will manage a team of homeowner facing associates to answer questions or concerns and help guide them through their window & door project from point of sale to final day of installation. This role is 100% phone interaction in both incoming and outbound communication.

· Schedule the homeowner’s technical measure appointment.

· Work closely with our Installation Project Managers to keep their technical measure calendar updated with appropriate information.

· Create a relationship with the homeowner by completing key touch base points throughout their project to keep them properly informed.

· Perform close out calls with homeowners to ensure the homeowner is delighted with the results of their installation.

· Respond to post-sale Medallia surveys completed by homeowners.

· Ensure a “10 star” communication experience throughout their entire project.

· Phone Skills: Inbound and outbound customer service calls.

· Management of homeowner experience team

· Excellent verbal and written communication skills.

· Strong customer service skills.

· Ability to multitask.

· Effective ability to work independently.

· Computer skills with basic knowledge of Microsoft Office Suite; primarily Excel, Word, and Outlook.

· Strong organizational skills and the ability to pay close attention to details.

· Ability to listen and take positive and constructive customer feedback, analyze feedback and report findings and/or recommendations to manager.

· Ability to diffuse negative situations and turn conversations positive.

· Technology including iPad, Inventory management, CRM and Microsoft suite.

· Internal Office.

· Ability to sit for long periods of time.

Travel required

· Reliable transportation to the office in White River Junction Vermont.

Preferred education and experience

· High school education required.

· Associate or bachelor's degree preferred.

· Minimum 5 years’ call center based customer service environment or related experience.

· Renewal by Andersen of Vermont is an equal employment opportunity employer.

Job Type: Full-time

Pay: Up to $65,000.00 per year

· 401(k)

· Dental insurance

· Flexible schedule

· Health insurance

· Paid time off

· Retirement plan

· Vision insurance

· 8 hour shift

· Monday to Friday

· Weekends as needed

Work Location: In person