Customer Service Technican

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 customers 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 -