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Client Services Specialist

2 months ago

Monroe, North Carolina, United States True Homes Full time
Job Overview

The Warranty Coordinator plays a crucial role in ensuring that every client receives an outstanding experience during their warranty period and associated services. This position is dedicated to efficiently managing and executing approved warranty and courtesy services, advocating for clients while upholding the highest standards of integrity and professionalism on behalf of True Homes.

Key Responsibilities:

  • Oversee the client journey, managing communications and expectations from the closing process through the warranty period.
  • Respond promptly to inquiries from clients, trade partners, and internal teams.
  • Monitor and manage the global warranty inbox, ensuring all client requests are addressed appropriately.
  • Proactively reach out to clients to confirm their satisfaction and introduce them to the Client Services Department, which may include follow-up calls and emails.
  • Engage in continuous training and knowledge enhancement to provide accurate information to clients and trade partners.
  • Assess and triage straightforward client issues, directing them to the appropriate trade partner for resolution.
  • Follow up with clients and trades to ensure timely and correct completion of services.
  • Adhere to established processes and administrative protocols consistently and accurately.
  • Embrace True Lean culture to minimize waste and enhance efficiency.
  • Manage multiple calendars and assist with scheduling tasks.
  • Document all client interactions and concerns thoroughly.
  • Perform additional duties as required.

Performance Metrics:

  • Achieve and maintain True Believer status.
  • Meet or exceed established productivity benchmarks.
  • Maintain True Review position metrics consistently at 3 or above.
  • Complete all required training and assessments by the designated deadlines.
  • Document and distribute all service requests immediately and consistently.
  • Achieve Client Satisfaction ratings that meet or exceed company standards.

Qualifications:

  • High school diploma or GED is mandatory.
  • One to three years of experience in call center, customer service, or administrative roles is required.
  • Professional phone etiquette is essential.
  • A background in residential construction is preferred.

General Skills:

  • Exceptional attention to detail.
  • Strong written and verbal communication skills.
  • Excellent organizational abilities.
  • Capability to thrive in a fast-paced environment.
  • Adherence to all company policies and procedures.
  • Exemplification of the qualities and character traits defined in the True Difference.

Physical Requirements:

  • Must be able to remain in a stationary position for 75% of the time.
  • Occasional movement around the office to access files and equipment is necessary.
  • Frequent operation of a computer and other office equipment is required.