Customer Service Representative

Job Details

Description

Primera is a multi-award winning home interiors company with operations in Arizona, Colorado, Nevada, California and New Mexico. We offer a wide range of branded cabinetry, countertops, flooring, wall tile, and window coverings together with comprehensive design and installation services. We are committed to providing high quality service to new homebuilders, home centers, independent designers, and commercial developers.

Position Summary

This role is responsible for ensuring all orders are placed accurately and in a timely manner to ensure builder schedules are met and for delivering exceptional support and service to both internal and external customers. This role requires extensive product knowledge, attention to detail, and communication skills. Team Members in this role are ultimately responsible for both pre- and post-installation services which require frequent collaboration with Primera’s Estimators, Designers, field employees, and warehouse personnel. As a frontline representative of the company, this role is expected to embody Primera’s core values of Create Shareholder Value, Personal Accountability, Brand Ambassador, Solutions Driven, and Relationship Centered in every interaction.

Key Responsibilities

• Communicate daily with Primera Service Technicians and Field Service Representatives (FSRs) to resolve installation and service-related challenges collaboratively.
• Maintain accurate and detailed service documentation and order entry data via Job Runner (JR), One Drive, and the shared drive.
• Analyze internal reports, (e.g., Customer Service Backlog, NC Materials Spreadsheet, etc.) daily to prevent ticket aging, delayed revenue recognition, and data entry errors.
• Monitor external customer reports and websites, (e.g., Hyphen, Vendor Suite, Taylor Morrison Spreadsheet, etc.), to acknowledge service requests within 48 hours of submission and to provide updates on outstanding service requests.
• Coordinate material and parts ordering within specified guidelines by Division Manager.
• Invoice builders accurately and promptly by utilizing provided resources within 48 hours of request.
• Manage the complete life cycle of service tickets, from creation through closure to avoid aging.
• Respond to all email inquiries within 24 hours to maintain a high level of customer satisfaction
• Support team success by completing all assigned tasks and providing assistance to team members as needed.
• Frequently reference builder websites and review email correspondence to stay updated on the latest installation schedules and changes.
• Manage individual workload and prioritize tasks effectively to meet deadlines, particularly for material procurement based on vendor lead times.
• Cross-reference builder start documents with Purchase Orders to ensure Primera is accurately compensated according to contractual agreements.
• Create and maintain organized internal files for precise and accessible record-keeping.
• Verify that all builder documents - including starts, design paperwork, and layouts – are consistent and aligned to prevent processing errors.
• Appy internal resources and job knowledge to identify and escalate potential discrepancies throughout the order entry process.
• Perform additional duties and special projects as assigned to support departmental and organizational objectives.
  
  

Qualifications

• High school diploma or equivalent required
• Strong interpersonal and communication skills required
• Exceptional organizational skills with strong attention to detail and accuracy required
• Ability to maintain high standards of confidentiality required
• Prior customer service and data entry experience strongly preferred
• Proficiency with Microsoft Office Suite (Outlook, Teams, One Drive, Word, Excel) strongly preferred
• Industry experience in homebuilding, construction, or similar fields strongly preferred
  
  

Work Environment

• This position is based in a fast-paced corporate office setting that may include frequent interruptions and time sensitive deadlines to meet
• Standard office hours apply, with occasional flexibility required for evenings and weekends as needed
  
  

Physical Requirements

Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing, or pulling of objects and materials of light -weight (5-10 pounds). Tasks typically involve extended periods of time at a keyboard or workstation. Work is performed in usual office conditions with rare exposure to disagreeable environmental factors.