Position Summary:

Assist in maintaining a high level of customer satisfaction through homeowner visits to the office and through phone etiquette. Support new homeowners during their warranty period; answering questions, assuring work is completed timely. Maintain a team-player attitude both with co-workers and sub-contractors.

Key Duties and Responsibilities:

• Greeting and helping all homeowners visiting the service department to ask questions and submit new service requests.
• Schedule service request reviews with superintendents for homeowners submitting new issues.
• Take the time to go over all open issues with homeowners, if requested.
• Responsible to dispatch emergencies, when necessary.
• Advise Management of any situation that requires immediate management involvement.
• Follow-up with sub-contractors to ensure all work tickets are being completed according to GL Homes’ guidelines.
• Administrative duties, including; answering busy phones, filing, scanning, faxing, data processing, picking up messages and returning calls in a timely manner, reception.
• Follow-up with AWA’s (Additional Work Authorization) to ensure the sub-contractors are being paid in a timely basis.
• Other related duties and projects as assigned by management

Experience and Skills:

Education & Experience:

• High School diploma required
• A minimum of 7 years previous customer service experience required.
• Experience working with residential builder or in similar field preferred but not required.

Skills & Abilities:

• Interpersonal Skills - Must enjoy working with customers. Must maintain a professional and personable attitude at all times.
• Customer Service - Must demonstrate excellent customer service skills. Maintain a friendly attitude and keep a smile at all times.
• Capable of handling difficult clientele.
• Must have strong administrative skills.
• Good computer skills: must have experience using Excel at intermediate level.
• Teamwork a must. Ability to establish rapport and develop good working relationships with all levels within and outside the organization. Always willing to help others by offering assistance.
• Multi-tasking a must. Show initiative to meet deadlines and able work on several tasks simultaneously.
• Must have good organizational, time management skills and follow-up skills

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to sit, talk or hear; use hands and finger, handle, or feel objects, tools, or controls; lift and reach with hands and arms; occasionally stand, walk, bend and climb stairs.
• The employee must occasionally lift and/or move up to 20 pounds.
• Specific vision abilities required by the job include close vision and the ability to adjust focus.

From: G L Homes of Florida Corporation