JOB PURPOSE:
Effectively handle incoming service requests via email and over the phone from homeowners in an expedient and professional manner. Providing support to the Warranty Team as required through excellent customer service and administrative tasking.
Responsibilities:
- Log all warranty service requests received from homeowners in the computer system
- Immediately contact appropriate Warranty Service Team Members to respond to new service calls
- Log new completed service calls from warranty team members ensuring accuracy and information is input correctly
- Follow up as required on phone survey calls to homeowners to verify completion of service call and satisfaction of customer
- Must generate correspondence to internal and external customers
- Generate reports and interpret data for manager(s)
- May have to Interact via phone or email frequently with homeowners
- Interface effectively with customers, warranty staff, vendors, subcontractors, construction field supervisors, new home sales consultants and management
- Heavy phone and computer use
- Fax, copy, mail, and file information related to settlement process
Essential Functions:
- Detail oriented, have the ability to multi task and stay focused with numerous interruptions
- Excellent follow up and organizational skills
- No phone reluctance in initiating calls to home owners or team members
- Solid computer work experience, including
- Great communication and listening skills
- Good phone demeanor
- Strong work ethic
- Ability to multi-task and prioritize
- A good sense of urgency to respond to customer calls and relay information to Team Members
- Ability to handle confrontation and negative communication in a professional and composed manner.
- Able to listen empathetically and patiently and be personable with customers
- Previous office experience required. Previous customer service and residential homebuilding experience a plus.
- Other duties as apparent or assigned
QUALIFICATIONS:
Knowledge and Skills
- Must have strong verbal skills (both in person and over the phone) and strong written skills
- Detail oriented and strong organizational skills
- Effective multi-tasking skills
- Ability to work in fast paced environment
- Problem researching capability
- Ability to take initiative and be assertive
- Process management ability
Education and Work Experience
- High School Diploma or equivalent required, Associates Degree or some college preferred
- 2-3 years work experience
- Data entry and file management experience
- Customer service experience a plus
- Previous homebuilding experience preferred
