Project Concierge
Renewal by Andersen - San Francisco
Renewal by Andersen is the custom division of Andersen windows. Founded in 1903, Andersen Windows has been the world’s largest and most recognized brand for exclusive window and door systems. Renewal by Andersen was founded with the objective of creating a different and better window and door replacement experience for homeowners.
The Project Concierge is the homeowner's dedicated point of contact and operational partner from the moment an installation is scheduled through final inspection closure. This role owns the full customer journey—managing proactive communication at every project milestone, coordinating across internal field teams, processing milestone payments, and ensuring every homeowner receives a seamless, world-class experience. We are looking for an execution-focused professional with exceptional communication and organizational skills who thrives in a fast-paced, high-accountability environment.
Primary Responsibilities:
- Serve as the primary point of contact for homeowners throughout the entire project lifecycle, from initial scheduling through final inspection alignment.
- Conduct structured outreach at every key milestone: welcome introduction, 2-day pre-installation reminder, job start confirmation, end-of-day progress updates, and post-installation follow-up.
- Verify that all project materials, documentation, and crew logistics are confirmed and locked prior to each scheduled installation start.
- Monitor active installations in real time, coordinating with Field Operations Managers and installation crews to proactively resolve same-day issues as they arise.
- Own the daily operational closeout logs, accurately capturing project completion status, material tracking, and customer sentiment for cross-functional visibility.
- Manage project timelines that extend beyond a single day, coordinating completion schedules and providing clear updates to homeowners awaiting custom backordered materials.
- Schedule and coordinate municipal inspections in direct alignment with homeowner availability and project completion status.
- Process and secure start and final installment payments using company-approved platforms and accounts receivable procedures.
- Audit account reports and systematically follow up on outstanding territory balances professionally and promptly.
- Log all customer interactions, operational notes, and project milestones accurately and in real time across corporate CRM and internal platforms.
- Resolve customer concerns—including scheduling realignments, quality issues, and payment objections—with impeccable professionalism and a solutions-first approach.
- Maintain an elite standard of customer satisfaction as measured by post-project surveys, and participate in monthly team development and coaching loops.
Qualifications:
- 3–5 years of experience in high-volume customer service, client relations, or project coordination
- Exceptional verbal and written communication skills with the demonstrated ability to de-escalate complex residential customer situations
- Strong organizational skills and the capacity to manage a large book of active business with absolute precision
- Comfortable navigating multiple database software platforms simultaneously; proficiency in Microsoft Office and Windows required
- Ability to work independently, respect operational timelines, and meet time-sensitive commitments in a fast-paced environment
- Experience in payment processing, collections, or accounts receivable in a customer-facing role is a plus
- Background in home improvement, construction, or residential field services is a plus
Compensation and Benefits package:
- $26.00–$28.00 per hour, plus ample bonus structure
- Comprehensive medical, dental, vision, and life insurance packages.
- Corporate 401(k) retirement plan.
- Paid vacation, sick leave, and corporate holidays.
- Student Loan Reimbursement Program
Schedule:
- 8:30am-5:30pm, 40 hours/week
- Onsite in our Hayward office
DISCLAIMER: The above information on this description has been designed to indicate the general nature and level of work performed by employees in this classification. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job.
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