Customer Experience Associate

• Customer Communication: Respond to inbound calls, emails, and texts from customers and internal contacts in a timely, professional manner.
• Project Updates: Provide clear, proactive updates to homeowners regarding their installation status.
• Issue Resolution: Research and follow through on customer inquiries; escalate issues to the appropriate team as needed.
• Internal Coordination: Collaborate with departments across the organization to ensure accurate and timely communication on customer needs.
• Problem Solving: Support homeowners with logistical changes, reschedules, and service-related questions.
• Documentation & Policy Knowledge: Maintain detailed records in Salesforce and other platforms; stay up to date on Renewal by Andersen’s warranty policies.
• Team Support: Foster a positive team environment through communication, reliability, and, supporting leadership with additional tasks as assigned.
• Product & Inventory Support: Conduct basic quality checks and assist with pulling products from the warehouse as needed.
• Field Exposure: Participate in occasional job site visits for hands-on learning and training opportunities.
• Policy Knowledge: Stay informed on current Renewal by Andersen warranty policies to support customer needs.
• Team Collaboration: Take on other duties as assigned by Customer Care Leadership to support department goals.

• Experience: 2-5+ years in a customer service or support role.
• Communication: Strong written and verbal communication skills.
• Organization: High attention to detail, follow-through, and time management.
• Independence: Proven ability to work independently and take initiative.
• Problem Solving: Ability to assess issues quickly and propose effective solutions.
• Customer Focused: A clear understanding of the customer journey and the importance of experience at every stage.
• Preferred experience: Prior experience in a home improvement or customer success environment, project coordination or scheduling experience and familiarity with product ordering and inventory processes.

• Software Proficiency: Skilled in Microsoft Office Suite and various texting/chat communication platforms.
• CRM Experience: Hands-on experience with Salesforce and the use of Salesforce Reports for tracking and communication.
• Telephony Systems: Familiarity with VoIP systems such as Five9 for efficient call handling.
• Quick Learner: Ability to rapidly absorb and apply knowledge of product offerings and company policies.
• Work Environment: This is a full-time, in-office role based in San Diego, CA. Ability to sit or stand for extended periods and perform repetitive hand tasks.

• Competitive pay: $20-$23 per hour, based on experience, with potential for performance-based bonuses.
• Comprehensive Benefits Package: Health, dental, and vision insurance, along with long-term disability.
• 401(k) with Company Match: Competitive company contributions to help build your future.
• Paid Time Off and Company Paid Holidays: Generous PTO and 6 Paid Holidays to support work-life balance.
• Career Growth: Training and development opportunities, with room to grow within Customer Care and other company departments.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.