Client Experience Coordinator

Description

Ready to Shine? Open a New Window of Opportunity!

Are you a master of organization with a passion for delivering white-glove service? Renewal by Andersen—the nation’s largest start-to-finish window replacement company—is looking for a dynamic Concierge Coordinator (Customer Experience Specialist) to join our growing operations team!

We believe in the power of TEAM (Together Everyone Achieves More). In this dynamic hybrid role—splitting your time between our Renton, WA office and out in the field at our customers' homes—you will be the ultimate guide for our homeowners, ensuring their window and door transformation is smooth, efficient, and absolutely world-class from start to finish.

What you'll be Doing

• Be the MVP of Customer Fulfillment: Serve as the welcoming voice providing concierge-level service, acting as the first point of accountability, and updating customers on every exciting next step of their project.
• In-Field Engagement: Travel locally to customer homes to provide on-site guidance, build face-to-face relationships, and ensure a seamless premium experience right at their doorstep.
• Drive the Process: Take ownership of assigned projects, completing all back-office magic to ensure rapid turnaround times and move projects seamlessly through to the scheduled installation.
• Solve Puzzles: Monitor back orders, excel at anticipating needs, troubleshoot hurdles before they escalate, and collaborate across departments to keep things moving.
• Communicate Like a Pro: Keep our internal TEAM in the loop prior to installation, managing updates effortlessly via rForce and Status Buckets.
• Keep the Receipts: Maintain hyper-detailed notes and accurate database info so no detail ever slips through the cracks.
• Stay Sharp: Continuously update your knowledge on RBA products, Andersen specs, and process adjustments.
• Embrace the Unexpected: Bring a positive, multi-tasking mindset to tackle any out-of-the-ordinary tasks in our high-volume operations environment.

What we're looking For

Experience: 2+ years of experience as a concierge coordinator, project coordinator, in high-volume hospitality, or customer service (a background in guest relations, front-of-house operations, or the construction industry is a huge plus!).

• Road Ready: A valid driver's license, reliable transportation, insurable driving record, and the willingness to travel locally to customer homes.
• Project Management Chops: Strong knowledge of PM best practices, methodologies, and tools to manage multiple deadlines with ease.
• Strategic Vision: You don't just check boxes; you identify opportunities to improve processes and expand project scope.
• Clear Communicator: Excellent written and verbal skills, with the ability to clearly explain processes to both internal stakeholders and clients in person and over the phone.
• Peacemaker: A knack for de-escalation and service recovery, gracefully working through escalated situations with customers to find the ultimate win/win solutions.
• Eagle-Eye Focus: Unmatched attention to detail.
• Bonus Points: An understanding of LEAN methodology and implementation will put you at the top of the stack!

What we offer

• Health & Wellness: Comprehensive Medical, Dental, and Vision insurance.
• Financial Security: 401K, Flexible Spending Accounts (FSA), Life and AD&D Insurance, and Disability Insurance.
• Peace of Mind: Identity Theft Protection and a dedicated Employee Assistance Program (EAP).
• Work-Life Balance: Generous PTO / Sick Time, plus 8 Paid Holidays and 1 Flex Holiday to recharge.
• Exclusive Perks: Massive discounts on our premium windows and doors to upgrade your own space, plus employee discounts on travel, apparel, electronics, restaurants, and more!

Ready to build something amazing and deliver signature service? Apply today and let's win together!

#RBA_OPS_WA

Requirements