Service Assessment Specialist

Service Assessment Specialist

This position is responsible for communicating, diagnosing, coordinating, and ensuring all Service appointments for Corporate and Affiliate locations, by communicating directly with our customer.

Job Responsibilities

• 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
• Uses 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 providing to provide brand promise through signature delighting customers via Renewal's Signature Service methodology and tactics to include soft skills and conflict resolution.
• Process Improvement 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 Field Ops Team to evaluate retail operation performance regarding Renewal retail agreements, policies, processes and standards linked 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.

Andersen Corporate Values

Each employee is responsible for upholding these values in their daily activities.

• Safety: We are committed to the safety and well being of the people who come into contact with our products.
• Integrity: We are committed to working fairly and honestly with all those with whom we come in contact.
• Teamwork: We foster an environment where individual skills and talents are recognized and encouraged to thrive in a cooperative team environment.
• Innovation: We capitalize on the strengths of our heritage and adapt them to the challenges of the future.
• Excellence: We set the highest standards for our professional performance, our products and service.
• Individual Dignity: We believe that respect for each other's cultures, point of view, professional business styles and differing performance abilities significantly contributes to our working together to achieve our business goals with trust and creativity.
• Corporate Citizenship: We believe that we have a direct and compelling responsibility to our communities to conduct our business ethically, to engage in responsible stewardship of the environment, and to concern ourselves with the welfare of the people in the communities in which we work.

Andersen "Code of Business Conduct"

Each employee is responsible for adhering to the Andersen Code of Business Conduct.