What are the responsibilities and job description for the WARRANTY CUSTOMER SERVICE COORDINATOR position at PERMA-PIER FOUNDATION REPAIR OF TEX?
Job Summary
The main responsibility of this position is to aid customers requesting foundation warranty
inspections, reinstatement, transfers, evaluations, and schedule repair work while providing them
with a positive, memorable experience.
Duties and responsibilities
• This is routinely accomplished by answering inbound calls, however there are other means of
customer contact will include responding to emails, calling back on commitments made to the
customer, following up on voice messages, Live Chat, and responding to “warranty request” messages
from our website/cognito forms.
• Answering all inbound calls for Perma Pier and Black Tie Plumbing
• This position is for all conflict resolution of warranty.
• This is routinely accomplished by answering inbound calls, however there are other means of
customer contact will include responding to emails, calling back on commitments made to the
customer, following up on voice messages, Live Chat, and responding to “warranty request” messages
from our website/cognito forms.
• Responsible to accurately complete and examine of paper and online forms that are required to
schedule an Evaluator in CRM system.
• Review the customer’s location including but not limited to contracts, engineering reports,
plumbing tests etc.
• Coordinate with Drafters on consolidating historical data and requesting clean maps.
• Complete all warranty transfers by reviewing all paperwork including plumbing test and
contracts. These are to be completed within one business day.
• Customer Service score of 90% or higher after 90 days.
• Keep the percentage of missed inbound calls below 1%.
• Rescheduling appointments as necessary due to weather, illness, etc.
• Outbound calls will be made to customers to ascertain their perception of contact with our
company, to rearrange appointments, and to confirm their appointments for the current and/or next
day.
• Communicating with all segments to accurately complete scheduled projects and notify of any
delays.
• Use TEAMS/Slack for all internal communications and answer all requests asap.
• Uphold company standards by communicating with builders, real estate companies and this is
routinely accomplished by answering inbound calls, however there are other means of customer
contact will include responding to emails, calling back on commitments made to the customer,
following up on voice messages, Live Chat, and responding to “contact us/form fills” messages from
our website.
• Ensure all sold repairs are scheduled and completed in their entirety: from preparation
(engineer reports, plumbing tests, Texas 811, permits, payments, scheduling) within 24 hours of
being sold and customer communication ending with follow up after repair completion.
• Hours are Monday-Friday 8:00 AM-5:00PM.
• This description only includes the general content for this job and does not restrict the
company from assigning or reassigning duties or responsibilities at any time.
Qualifications
• Ability to prioritize and multi-task in a fast-paced environment.
• Ability to handle confidential information in a discreet, professional manner.
• Customer service skills
• Proficient with Office 365 products, especially Microsoft Excel and Word
• Data entry and general math skills
• Strict attention to detail and accuracy is imperative.
• Excellent organizational and analytical skills
• Ability to be an effective team member and display initiative.
• Strong written and verbal communication skills
• Bilingual a plus, but not required.
Compensation
• A competitive hourly rate based on experience, skills, and education.
• Based on Experience
Essential Job Duties
• Use of Keyboard, softphone, mouse, monitors, basic computer functions
• Use of all Microsoft products
• Interact with and offer excellent customer service skills
• Able to lift up to 15 pounds
• Strong written and verbal communication skills