Customer Experience Advocate

Case Ownership & Resolution

• Own assigned cases end-to-end, from intake through remedy execution and closure.

• Gather and evaluate the facts of each complaint — product, installation, service history, and documentation — to determine the underlying cause before committing to a remedy.

• Select the appropriate resolution path based on the facts, product terms, and warranty coverage, applying standard procedure where one exists and building a case-specific plan where one does not.

• Execute the selected remedy end-to-end: product or part replacement, repair, service dispatch, inspection, credit, or compensation.

• Work all resolutions within an assigned Level of Authority (LOA). Every Customer Experience Advocate is granted an LOA and is accountable for resolving cases cost-effectively within it; resolutions exceeding the assigned LOA, or otherwise requiring management intervention, are escalated for approval.

• Proactively follow up on open, pending, and in-flight cases; maintain contact with customers, stores, and contractors until the matter is fully resolved.

• Update status and documentation on all open cases and inquiries within 72 hours, recording actions taken, notifications made, and the basis for the resolution.

• Finalize cases by recording settlement needs and preparing files for downstream admin, order support, and billing partners.

Customer & Partner Communication

• Respond to inbound calls and messages, and place outbound calls and follow-ups, using professional tone and company-approved protocols as the “face of the company.”

• Answer inquiries on products, installation services, warranty coverage, pricing, and case status across phone, email, chat, and service ticket.

• Educate customers on product features, benefits, installation requirements, and warranty terms to set accurate expectations and reduce repeat contacts.

• Communicate and coordinate with internal partners — store managers, regional installed sales and regional managers, installation services teams, and vendors — to resolve service, quality, and installation issues.

• Route inquiries outside the scope of Customer Care (new sales, complex installation design, etc.) to the appropriate department.

Ordering, Dispatch & Systems Execution

• Place orders for replacement products and parts required to resolve cases, and track fulfillment and delivery timelines through to receipt.

• Generate and submit work orders and purchase orders in the applicable system of record, ensuring required templates and documentation are complete and accurate.

• Submit third-party inspection requests and track them to completion.

• Coordinate with stores and field partners on the movement of materials for repairs and replacements.

• Research records across CRM, ERP, and brand websites (product line, specifications, installation technique) to independently and accurately answer service, product, and pricing questions and provide basic technical assistance.

Administrative & Team Support

• Complete assigned daily and recurring reports, including fulfillment and billing reports.

• Enter, search, and triage claims and cases to ensure correct assignment and follow-through.

• Organize and prioritize a case and email queue, developing actionable next steps for each open item.

• Perform data entry, record maintenance, and assigned projects during lower-volume periods.

• Serve as acting team lead in the absence of management, providing guidance and support to peers.

• Proactively assist others; step in and help as needed. Perform other duties as assigned.

• Investigative judgment — evaluates conflicting accounts and incomplete information to determine the root cause.

• Warranty and product knowledge — maintains current knowledge of warranties covering product, materials, and installation services across supported brands; explains coverage clearly to customers and internal partners.

• Decision-making — takes personal responsibility for decisions, actions, and outcomes; follows through on commitments.

• Customer focus — establishes and maintains effective relationships; seeks to understand customer needs and delivers solutions that meet expectations.

• Detail orientation — attention to accuracy and documentation; adheres to company policies and requirements while consistently delivering error-free work.

• Collaboration — cooperates with others to achieve shared objectives; considers the interests of other teams as well as their own.

• Instills trust — consistent in word and action; operates with honesty and integrity.

• Adaptability — flexible in a fast-paced, shifting environment; accommodates changing business conditions, work requirements, and schedules, including extended hours when needed to meet critical deadlines.

• Prioritization — manages multiple concurrent cases and competing deadlines in a high-volume environment.

• Ethics — leads by example in following the Company Code of Business Conduct and all applicable laws and policies; immediately reports concerns to the appropriate party.

• Attendance and reliability are essential functions of this position.

Education

• High school diploma or GED required; some college or formal technical school education preferred, or an equivalent combination of education and experience.

Experience

• 1–3 years of customer complaint, warranty, or claims resolution experience, preferably in a retail, home improvement, building products, or installed services environment.

• Bilingual skills are a plus.

Technical Skills

• Proficiency with Microsoft Office, particularly Word, Excel and Outlook.

• Working knowledge of the Customer Care system suite: CRM and case/complaint management, ERP and order management (SAP, NetSuite), work order and dispatch platforms (CMC), inspection and field service tracking (SFV Tracker), and chat/contact tools (Live Person).

• Comfortable navigating web-based tools and internal knowledge resources.

Quantitative Skills

• Ability to add, subtract, multiply, and divide in all units of measure, including square footage, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent.

Education

• High school diploma or GED required; some college or formal technical school education preferred, or an equivalent combination of education and experience.

Experience

• 1–3 years of customer complaint, warranty, or claims resolution experience, preferably in a retail, home improvement, building products, or installed services environment.

• Bilingual skills are a plus.

Technical Skills

• Proficiency with Microsoft Office, particularly Word, Excel and Outlook.

• Working knowledge of the Customer Care system suite: CRM and case/complaint management, ERP and order management (SAP, NetSuite), work order and dispatch platforms (CMC), inspection and field service tracking (SFV Tracker), and chat/contact tools (Live Person).

• Comfortable navigating web-based tools and internal knowledge resources.

Quantitative Skills

• Ability to add, subtract, multiply, and divide in all units of measure, including square footage, using whole numbers, common fractions, and decimals; ability to compute rate, ratio, and percent.