Service Assessment Specialist

Responsibilities Collaborate with a broad cross‑section of RbA departments and business associates including retail affiliate and corporate management, retail quality, installation crews, service technicians and external contractors. Perform data analysis and knowledge development focusing on identifying and prioritizing product, installation and service procedures and best practices. Utilize technology and processes developed through the Field Operations team. Assess service to improve capacity, first‑time through, and signature service within the network. 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. Use the service assessment methodology script and technology to validate services that are more complex and may require a more experienced service technician visit. Provide world‑class customer experience through soft‑skill and conflict‑resolution skills, delivering the brand promise through signature delighting customers via Renewal’s Signature Service methodology and tactics. 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 the Field Ops Team to evaluate retail operation performance regarding Renewal retail agreements, policies, processes and standards related to installation, product quality, signature service and customer experience. Remain knowledgeable and up to date on all product as well as installation and service procedures. Other duties as assigned by supervisor. Supervisor of small to medium sized team. Qualifications College degree in business or related field, or equivalent combination of education and experience. Field sales, customer service, technical writing and publication, process development, and training experience helpful. Knowledge and experience of Renewal retail technology platforms (rForce, Mitel) is preferred; understanding of current technology and department process. Product, installation and service application knowledge is preferred. Demonstrated ability to overcome objections, negotiate positive outcomes and present positive image of the company. High level of emotional intelligence and listening skills. Strong written and verbal communication skills, ability to build relationships at all levels. #J-18808-Ljbffr Andersen Corp.