Customer Service Technican
About The Position
As a Customer Care and Warranty Coordinator you will respond to and handle customer care requests professionally and as quickly as possible. You will be responsible for evaluating requests, scheduling trades to completing work, issuing service requests and purchase orders, expediting repairs, and ensuring homeowner satisfaction. Additionally, this individual will be responsible for answering all customer care telephone calls and inquiries as necessary. Process and administer all customer care and quality assurance related paperwork and information. Maintain customer care records as directed and support department activities. With this role, from time to time, you will be required to address specific “hands on” task to bring items to completion. What Will You Be Doing? · This job is a 90/10 split between field work and office administration task and will likely function in this manner for 18-24 months. · Respond to homeowner service calls as assigned by the Customer Care Coordinator and/or Area Construction Manager · Contact homeowner within 24 hours and inspect calls within 72 hours after receiving service request · Evaluates homeowner request to determine whether repair is warrantable or the responsibility of homeowner · Monitors business partners work for completion and satisfaction of repairs · Open and close Web Requests, Service Requests and Work orders, as needed · Completes minor home repairs; obtains customer’s approval/signature for completed service requests · Expedites emergency repairs · Participates in rotation of After Hour on Call · Receive and process homeowner inquiries in a timely manner per established policies · If required, maintain customer care work authorizations and back charges · Get supervisor approval on all customer care work authorizations and invoices · Obtain and distribute trade partner list for each community for use by Customer Care Representative · Assist Customer Care Representatives with scheduling of trade partners and homeowner appointments, when necessary · Support customer care and/or construction staff as needed · Support Quality Control Inspection Process and functions as needed · Perform all other duties as assigned Business Unit - Arbor Homes At Arbor Homes our mission is to build great neighborhoods and homes for people to celebrate life. What does that mean exactly? We believe everyone deserves a beautiful home to call their own and that’s what we’re building every day. Owning a home is a key part to our country’s success and wealth accumulation typically comes from the appreciation of your home. Opportunity - Provide Opportunity for our employees and develop talent Family - Dedicated to remaining a big little company and drive for an engaged team Customers - Provide a high-quality product, on time, at an exceptional value Ethics - Operate our business with absolute integrity, instilling trust in every part of the company Processes - Committed to be an operationally excellent organization, resilient and results driven Prospect Introduce Yourself
Responsibilities
- Respond to homeowner service calls as assigned by the Customer Care Coordinator and/or Area Construction Manager
- Contact homeowner within 24 hours and inspect calls within 72 hours after receiving service request
- Evaluates homeowner request to determine whether repair is warrantable or the responsibility of homeowner
- Monitors business partners work for completion and satisfaction of repairs
- Open and close Web Requests, Service Requests and Work orders, as needed
- Completes minor home repairs; obtains customer’s approval/signature for completed service requests
- Expedites emergency repairs
- Participates in rotation of After Hour on Call
- Receive and process homeowner inquiries in a timely manner per established policies
- If required, maintain customer care work authorizations and back charges
- Get supervisor approval on all customer care work authorizations and invoices
- Obtain and distribute trade partner list for each community for use by Customer Care Representative
- Assist Customer Care Representatives with scheduling of trade partners and homeowner appointments, when necessary
- Support customer care and/or construction staff as needed
- Support Quality Control Inspection Process and functions as needed
- Perform all other duties as assigned
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
