Primary Responsibilities

• Conduct in-person homeowner assessments on an as needed basis.
• Determine if corrective work order is needed.
• Lead root-cause analysis.
• Schedule, organize, and execute service work through vendors collaboratively with Customer Care coordinator.
• Manage trades to completion of service requests to customers' satisfaction.
• Establish and maintain positive customer relationships.
• Responsible for quality inspections of the home prior to delivery to the customer.
• Determine trade accountability for back charges and P.O.'s.
• Authorize payment for work performed up to approval limits.
• Follow applicable legal protocol and process necessary workflow.
• Responsible for customer satisfaction metrics related to customers serviced

REQUIRED EDUCATION :

• Minimum High School Diploma or equivalent
• Bachelor’s Degree Preferred
• Valid Driver’s License because driving is an essential function of this position.

REQUIRED EXPERIENCE

• Minimum of 1-3 years customer service and warranty experience or equivalent
• Strong customer orientation and ability to adapt / respond to different personality types
• Strong emphasis on quality of service and follow-up
• Basic construction skills and knowledge
• Excellent communication and listening skills
• Analytical ability necessary to perform root cause analysis
• Ability to manage warranty / customer service processes
• Basic computer skills
• Conflict resolution skills

Last updated : 2024-05-14