Customer Care Coordinator

United States·PortlandFull-Timemid

Care CoordinatorHealthcare Non-Clinical

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Quick Summary

Overview

The Company Renewal by Andersen is the replacement division of the 120 year old Andersen Corporation. Andersen is the oldest and largest window and door manufacture in North America.

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Care CoordinatorHealthcare Non-Clinical

The Company

Renewal by Andersen is the replacement division of the 120 year old Andersen Corporation. Andersen is the oldest and largest window and door manufacture in North America. We focus on doing one thing, and doing it well, building the best products in the industry. We build the only unique window offering available in the market, and have a controlled territory to distribute our product. Our process is designed to be the highest quality construction experience, backed by the oldest brand in the business.

At Renewal by Andersen of Oregon and SW Washington, we are committed to delivering an expectational home improvement experience - start to finish. Our Customer Care Coordinators play a critical role in upholding that standard by serving as the primary point of contact for our customers. This position ensures clear communication, prompt responses, and thorough support throughout the customer journey.

As a Customer Care Coordinator, you'll engage directly with homeowners, internal teams, and field operations to help move projects forward smoothly and efficiently. You'll be part of a supportive, in-office team environment where collaboration, accountability, and professionalism are key.

Competitive pay: $20-$23 per hour based on experience, with performance-based bonus eligibility (including NPS bonus).

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 grown within our Customer Care department.

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: Maintain detailed records in Salesforce and other internal platforms.

Team Support: Contribute to a positive team environment through excellent communication and reliability.

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 Portland, OR. Ability to sit or stand for extended periods and perform repetitive hand tasks.

Lifting & Movement: Occasional bending and lifting of items up to 50 lbs.