Continued Care Specialist

At Renewal by Andersen, we're transforming the home improvement industry while setting the standard for customer experience. As a division of Andersen® Windows—the world's largest and most recognized window and door manufacturer, founded in 1903—we deliver an unparalleled replacement experience for homeowners across the country.

We're proud to be recognized as one of America's top employers, earning honors from Forbes and Newsweek for our workplace culture and commitment to our people. As we continue to grow, we're looking for motivated individuals who want to make an impact and grow their careers with us.

Why Join Us?

As a Continued Care Specialist, you'll play an important role in ensuring every homeowner's experience ends as positively as it began. You'll help strengthen customer relationships, resolve concerns, gather feedback, and contribute to a customer-first culture.

If you're passionate about helping people and creating exceptional experiences, this is an opportunity to make a meaningful impact every day.

What You'll Do

As a Continued Care Specialist, you'll connect with homeowners after their installation is complete to ensure they had an exceptional experience and that any remaining concerns are addressed promptly.

You'll help strengthen customer relationships by:

• Contacting homeowners following installation to discuss their experience
• Confirming customer satisfaction and identifying any outstanding concerns
• Coordinating follow-up actions with internal teams when additional support is needed
• Encouraging participation in customer satisfaction surveys
• Monitoring and tracking customer feedback and response rates
• Supporting initiatives designed to improve customer satisfaction and Net Promoter Scores (NPS)
• Helping generate positive customer reviews and online reputation growth
• Escalating concerns appropriately and ensuring timely resolution
• Providing insights and feedback that help improve the overall customer journey

What We're Looking For

You'll be a great fit if you have:

• Strong verbal and written communication skills
• Excellent customer service and relationship-building abilities
• A professional, friendly, and solution-oriented approach
• Strong organizational and follow-up skills
• The ability to manage multiple priorities effectively
• Comfort working with customer data, reports, and performance metrics
• Confidence navigating customer conversations and resolving concerns
• Experience using CRM systems or customer management platforms

Preferred Qualifications:

• Experience in customer service, customer experience, retention, or concierge-style roles
• Experience with survey or customer feedback platforms
• Experience in home improvement, construction, or related service industries
• Salesforce experience

Our Ideal Team Member

You genuinely enjoy helping people and take pride in creating positive experiences. You communicate with empathy, listen actively, and follow through on your commitments.

You don't simply check boxes—you take ownership. When a customer has a concern, you work to understand it, find a solution, and ensure they feel heard throughout the process.

You bring a positive attitude, strong attention to detail, and a desire to continuously improve both the customer experience and the way work gets done.

What Success Looks Like

• High customer satisfaction and positive homeowner feedback
• Increased customer survey participation
• Timely resolution of post-installation concerns
• Improved Net Promoter Scores (NPS)
• Strong customer advocacy and positive online reviews
• Meaningful contributions to improving the overall customer experience

What We Offer

• $18-$22/hour DOE
• Medical, dental, and vision insurance
• Life and AD&D insurance
• Disability insurance
• Identity theft protection
• Flexible Spending Accounts (FSA)
• Employee Assistance Program (EAP)
• 401(k)
• PTO and sick time
• Paid holidays plus a flex holiday
• Employee discounts on products, travel, electronics, restaurants, and more

If you're looking for an opportunity to make a real impact on the customer experience and help create customers for life, we'd love to hear from you.

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