Customer Service Representative

Customer Service Representative$20-$23/hrM-F 7:30a-4:00pThe Primary function of this role is to ensure that customer questions and issues are resolved appropriately, and in a timely manner according to Renuity HomeOrg guidelines and standards to exceed NPS goal. This function is responsible for Closets and any additional product lines sold by Home Org DivisionOur Vision:The most trusted name in home improvement, providing every homeowner with a seamless journey to a home they love.Our Mission:Create value for our stakeholders by elevating customer expectations across our industry and consistently delivering best-in-class home improvement services. We accomplish this through tech-enabled innovation, industry-leading talent, and a company-wide commitment to seamless customer experiences.Most importantly, together we embrace a collaborative spirit to propel all Renuity Divisions to achieve faster growth, greater profitability, and become THE most trusted name in home improvement.Job Summary:The Post-Install Customer Service Representative is responsible for handling all service-related issues that arise after the initial installation of the Home Storage system. These include, but are not limited to, customer warranty, incomplete jobs, mismeasures, add-ons, and customer expectations not being met.This position is tightly linked to our NPS (Net Promoter Score) and is key to speedy and efficient resolution with the client for any issues. Duties include, but are not limited to:· Perform post-Install project follow-up calls· Support warranty claims· Address client questions, concerns, and service issues promptly and professionally.· Use Cabinet Vision Software (CV) and Closet PRO (CP)to address any services or add-ons requested by the customer to send to Engineering for processing to manufacturing· Document all customer interactions in CRM· Conduct post-project follow-ups to ensure customer satisfaction and request reviews· Assist with preparing proposals and change orders· Analyzing customer feedback to drive improvements· Provide updates on project timelines and scheduling changes· Collaborate with cross-functional teams to optimize customer experience.· Guild quality review and follow up· De-escalation of disgruntled customers.· Create change orders and collect payment as needed.Key Performance Indicators:· NPS Score· Touches per day/closing ticket percentages· Review generation· Add-on generationEssential Functions/Physical Requirements of Job:Skills & Abilities:· Problem Solving and Design skills· Customer-focused mindset· Conflict resolution· Attention to detail· Time management· Ability to use effective verbal and written communication skills.Qualifications:Education and Experience:· High school diploma: some college preferred.· 2 years of relevant experience· Basic understanding of remodeling processes, materials, and timelines is a plusCertificates & Licenses:· NoneComputer Operations:To perform this job successfully, an individual should have a strong knowledge of Microsoft Office 365 Suite, CAD and rendering programs, and the ability to learn and effectively use software applications used in the performance of job duties.Computer Skills:· Must be competent in Microsoft Office (Outlook, Teams, Word, Excel, PowerPoint).Physical Requirements:To perform this job successfully, an individual should be able to sit for long periods of time at a desk using a computer.The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.Job Classification:Job is exempt from the overtime provisions of the Fair Labor Standards Act. Salary and benefits shall be paid consistent with Renuity, LLC salary and benefits policy.Job is non-exempt and eligible for overtime payment for hours worked over 40 hours per work week consistent with the Fair ... (truncated, view full listing at source)