Customer Care Associate

Job description

**Our Story** We're part of the Renewal by Andersen network - one of the most respected names in window and door replacement - and there's no better time to join. We've built a culture where people stick around: strong leadership, a great team, and real investment in your growth. We're backed by 120+ years of Andersen craftsmanship, and we're not just filling a role. We're looking for someone to grow with us. As a Customer Care Coordinator, you’re the voice homeowners hear when they want to know what’s happening with their new windows and doors. You’ll keep projects moving, keep customers smiling, and make sure nothing falls through the cracks. This is a great opportunity for someone who loves helping people, stays organized under pressure, and wants to grow their career with an expanding company. ### What's in It for You? - **Strong Base Pay:** The base pay range for this position is $22.00-$25.00 per hour. - **Consistent Schedule:** Full-time, 40 hours per week. - **Comprehensive Benefits Package:** Full-time employees are eligible for medical, dental, and vision coverage, with HSA and FSA options and an employer HSA contribution. Additional voluntary benefits include life insurance, long-term disability, and supplemental health plans. - **401(k) with Company Match:** Plan for your future with a 4% company match. - **Paid Time Off & Holidays:** Enjoy PTO and paid holidays to help you recharge and make time for what matters most. - **Training & Career Growth:** Hands-on training and ongoing coaching to help you succeed, with room to grow as our Greater Los Angeles territory expands. - **Company Mission:** Join a nationally recognized brand with more than 120 years of success, built on quality, integrity, and giving back to the communities we serve. ### Responsibilities - **Customer Communication:** Serve as the main point of contact on our Customer Care and Service lines, handling calls, emails, inboxes, and texts with a friendly, professional touch. - **Scheduling:** Schedule installation appointments, service visits, and crew go-backs, keeping calendars accurate and customers in the loop. - **Customer Follow-Up:** Send welcome emails, appointment reminders, and 30/60/90-day check-ins so every homeowner feels supported after the sale. - **Service & Warranty:** Run virtual assessments and submit warranty claims when service issues come up. - **Project Coordination:** Coordinate permits, subcontractors, parts orders, and backorders to keep projects on track. - **Problem Solving:** Turn tricky customer situations into happy outcomes, escalating when needed. - **Record Management:** Maintain accurate customer and project records in Salesforce. - **Additional Duties:** Train and mentor teammates as you grow, and assist with other projects as assigned. ### Qualifications - **Experience:** At least 1 year in customer service, scheduling, or project coordination; 3+ years preferred. - **Communication:** Clear, friendly, professional communication in English by phone, email, and text. Bilingual Spanish skills are a strong plus! - **Customer Mindset:** A genuine love of helping people and solving problems. - **Organizational Skills:** Strong attention to detail and the ability to juggle multiple priorities in a fast-paced environment. - **Technical Skills:** Comfort with Microsoft Office and the ability to quickly learn CRM and phone systems. Experience with Salesforce or Five9 is a plus. - **Industry Experience:** Background in construction, home improvement, or customer success is a bonus. ### Physical Requirements - **Work Environment:** This is a full-time, **in-office** role based in Orange, CA office. - **Activity:** Majority of time spent sitting at a desk using a computer, headset, and phone. - **Noise Level:** Office setting with a moderate noise level from phone calls and team conversations. - **Lifting & Movement:** Occasional bending and lifting of items up to 50 lbs.