Customer Care - Kaukauna

Position Summary

The Service Admin handles customer inbound and outbound calls, primarily with customers post-sale, but also answers general company questions for internal and external customers. This role schedules customer service calls and other customer service activities as needed. This position is required to review completed service tickets from the field for quality assurance.

• Industry-best compensation packages
• Fully paid health, dental, and vision insurance
• 401k with company match
• Paid time off including paid parental leave
• Individualized career development programs
• On-demand lunch program
• Childcare assistance
• Free gym membership
• Employee assistance programs, including legal, financial planning, and counseling
• Employee discount marketplace
• Employee Resource Groups such as Vet Connect, DEI Committee, Women’s Committee

• Provide excellent customer service during all inbound/outbound phone calls while maintaining effective relationships with peers, multiple internal/external customers and senior leaders.
• Review contract with customer post-sale to ensure accuracy and completeness.
• Schedule installation with the customer and assign the job to an installation contractor.
• Schedule service customers with local technicians, as needed.
• Review completed service tickets for quality assurance in region.
• Act as a liaison and corporate contact for Leaf Home installation and service teams at the local office in assigned region.
• Be flexible in performing any task deemed necessary to support department and/or company-wide initiatives.
• May process change orders.

• High school diploma or equivalent.
• 1+ years of customer service and administrative experience.

• Computer and keyboard proficiency – job duties performed are essentially paperless.
• Excellent verbal and written communication skills are required for communicating with internal and external parties in a manner that is both articulate and professional.
• Ability to provide timely and empathetic help through in-person, phone, email, and social media avenues that keeps the customer’s needs at the forefront of every interaction.
• Adaptable, patient, and highly detail-oriented and data-efficient.
• Highly organized, with strong time management skills and the ability to be resourceful.
• Proficiency using Microsoft Office Suite.
• Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H1B status).

• Ability to type at least 50 words per minute.
• Experience in the home improvement/construction industry.
• Experience working in a direct-to-consumer organization.

• Uses basic problem-solving and subject matter understanding to perform tasks under supervision.

No travel required (stationary work location).

Overtime hours may be required based on business needs.

Standing occasionally (11-33%)
Walking occasionally (11-33%)
Sitting constantly (67-100%)
Typing constantly (67-100%)
Reaching with hands and arms occasionally (11-33%)
Use of hands to touch/manipulate/handle occasionally (11-33%)
Twisting of the body rarely (1-10%)
Twisting of the wrist/arm rarely (1-10%)
Lifting