Customer Experience Specialist

1 month ago

Redmond, United States Adair Homes Full time
Job Details

Job Location
Central Oregon - Redmond, OR

Position Type
Full Time

Education Level
High School

Salary Range
$23.00 - $26.00 Hourly

Travel Percentage
None

Job Shift
Day

Job Category
Customer Service

JOIN THE CUSTOMER EXPERIENCE TEAM OF ONE OF THE AREA'S LEADING HOME BUILDERS

Since 1969, Adair Homes has been driven to serve our customers at one of the most important and
exciting times of their lives - when they are building a custom home for their family. We understand
that it really is a privilege and an honor to be able to help our customers bring to life a dream that
they have probably been carrying with them for many years; one that will shape their lives for many
more. Fueled by our commitment to our customers, our team works together as ONE to find
creative and innovative ways to make sure our founding mission lives on.

If you are a self motivated, organized, effective Customer Experience Specialist who is inspired by our
mission, we might have the perfect opportunity for you

SUMMARY

The Customer Experience Specialist is responsible for assisting in the development, facilitation, and implementation of programs/initiatives that advance Adair's mission and core values. Primary areas of focus include (but are not limited to) evaluating and documenting Customer Care/Warranty requests and claims, Customer Feedback (Avid), communicating to employees and staff to resolve customer complaints/problems (and other matters), all while ensuring a high level of customer service. The Customer Experience Specialist is expected to show exemplary professionalism, particularly when managing escalated customers or communicating to employees and business partners. The position requires high quality verbal and written communication skills, as the Customer Experience Specialist will frequently be communicating through email, telephone, and other forms of documentation. This position regularly utilizes skills such as critical thinking, practical problem solving, attention to detail, professional judgment, and friendly communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Customer Care/Warranty Primary Functions:
  • Interact with customers and partners through phones, email, and other correspondence, and has primary responsibility for the Customer Care telephone and email management.
  • Respond to customer complaints and inquiries, and collaborate with field staff, managers, and other departments toward finding solutions.
  • Collaborate with employees, managers, and directors to determine the course of action and manage to conclusion.
  • Evaluate warranty claims submitted by customers, and manage warranty records through Adair systems.
  • Understand and communicate contractual obligations to customers and partners.
  • Collaborate with the Program Manager on areas of opportunity and advancement of the customer experience, as needed.
  • Executes regular/routine followup with internal and external customers/partners in a professional and organized manner.
  • Works within prescribed Service Level Agreements.
Other Tasks May Include But Are Not Limited To:
  • Assisting Program Manager with preparing materials and projects.
  • Providing general administrative tasks such as mailing materials, preparing official documents, and using general office equipment.
  • Read or interpret official documents such as construction plans, contract documents, and other materials.
  • Other tasks may be assigned as needed.
QUALIFICATIONS
  • Must have a high school diploma or equivalent - College degree desired
  • 1-3 years experience in customer service and 1 year of experience working in an office/administrative capacity, ora combination of both.
  • Ability to successfully manage/execute multiple tasks, including customer interactions, projects, and other administrative tasks in a reasonably paced work environment.
  • Ability to prioritize various tasks in order of importance,such as working with customers who are escalated in a professional and solution focused manner.
  • Strong willingness to learn new skills, and receive ongoing professional development.
  • Strong verbal and written communication skills.
  • Ability to perform basic math (addition, subtraction, multiplication, division).
  • Experience preferred with working in Google Business Suite, spreadsheets, and other computer software and office equipment.

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