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Customer Service Representative
3 months ago
Customer Service Representative
Westborough, MA
A Fortune 500 company and one of America's top residential builders is looking for a customer care professional for their team. If you are a Customer Care Manager, Warranty Associate or Customer Service professional this may be a great next step for you
Highlights:
- 2024 Fortune 100 Best Companies to Work For® by Great Place to Work® and Fortune top 50
- Best Workplaces in Construction™ (#2)
- Compensation: Solid base salary backed by a quarterly bonus
Responsibilities:
- Primary responsibility for responding to service requests in the field and managing those requests according to standard processes.
What you will do:
- Conduct homeowner assessments on an as needed basis.
- Determine if corrective work order is needed.
- Lead root-cause analysis.
- Schedule, organize, and execute service work through vendors collaboratively with Customer Care coordinator.
- Manage trades to completion of service requests to customers' satisfaction.
- Establish and maintain positive customer relationships.
- Responsible for quality inspections of the home prior to delivery to the customer.
- Determine trade accountability for back charges and POs.
- Authorize payment for work performed up to approval limits.
- Follow applicable legal protocol and process necessary workflow.
- Responsible for customer satisfaction metrics related to customers serviced.
What you will need:
- Minimum High School Diploma or equivalent.
- Valid Driver’s License because driving is an essential function of this position.
- Minimum of 1-3 years customer service and warranty experience or equivalent.
- Strong customer orientation and ability to adapt/respond to different personality types.
- Strong emphasis on quality of service and follow-up.
- Basic construction skills and knowledge preferred.
- Excellent communication and listening skills.
- Ability to manage warranty/customer service processes.
- Basic computer skills.
- Conflict resolution skills.
- Cost management.
