Customer Service Representative

LIFE AT PACIFIC LIFESTYLE HOMES

Experience the difference of being part of the Pacific Lifestyle Homes family. As a two-time recipient of the prestigious Building Industry Association "Builder of the Year" award and the esteemed National Housing Quality Gold Award, we are more than just a homebuilder – we are dedicated to BUILDING BETTER LIVES. From our humble beginnings in 1996, we have grown to construct over 6,500 homes and 130 communities across SW Washington, the Portland Metro area, greater Puget Sound area, and the Boise Metro landscape. Join us and build your career with a company committed to excellence and community impact. 

JOB MISSION

Pacific Lifestyle Homes is seeking a friendly and proactive Customer Service Representative to join our team in Boise. In this role you will be assisting homeowners, addressing inquiries, and resolving issues to ensure a positive customer experience. This full-time role offers an excellent opportunity to make a meaningful impact. Reporting to the Construction Manager, the Customer Service Representative will play a key role in supporting customer satisfaction and enhancing the reputation of Pacific Lifestyle Homes through outstanding service and responsiveness. This position includes regular travel throughout the Boise Metro to visit job sites and meet with homeowners.

 JOB RESPONSIBILITIES:

• Closing Warranty Tickets Weekly: Ensure timely resolution of warranty tickets by closing them on a weekly basis. Coordinate with the service team and contractors to address outstanding issues, keeping workflows efficient and customer needs promptly met.
• New Homeowner Orientations: Lead new home orientations for homeowners, providing detailed information on home features, maintenance tips, and warranty coverage. Ensure homeowners feel confident and well informed about their new property.
• Quality Assurance Walks: Verifying completed homes meet company standards prior to NHO.
• Time Management: Utilize effective time management skills to handle multiple warranty requests and customer interactions. Prioritize tasks to meet response and resolution targets, maintaining high productivity throughout the day. During periods of downtime, assist the Jobsite Superintendent with miscellaneous tasks to support overall project efficiency.
• Timely Communication: Provide prompt and clear communication with customers, keeping them informed about the status of their warranty claims and repair schedules. Set realistic expectations and follow up as necessary to ensure customer satisfaction.
• Documenting Warranty Claims: Accurately document all warranty claims in the system, including details of the issue, resolution steps, and communication history. Maintain organized records to support quick reference and ensure transparency.
• Work with Trade Partners: Collaborate with trade partners to schedule and complete service requests, maintain effective communication to resolve homeowner issues. Build strong relationships with trade partners to ensure reliable and high-quality service delivery.
• Keeping Warranty Requests Under 30 Days of Aging: Monitor warranty requests regularly to prevent backlogs, aiming to resolve all claims within 30 days. Proactively address delays and communicate with relevant teams to ensure timely resolution.
• Survey Scores: Aim to achieve high customer satisfaction survey scores by providing exceptional service and addressing customer concerns effectively. Use survey feedback to identify areas for improvement and enhance the overall customer experience.

JOB REQUIREMENTS:

• 1-2 years of experience in customer service, ideally within the home building industry.
• Ability to manage multiple tasks with high attention to detail and accuracy.
• Strong sense of urgency, ambition, and problem-solving skills with a proactive approach to solutions.
• Excellent communication skills for delivering both positive and challenging news professionally.
• Open to feedback, coachable, and adaptive to continuous learning and improvement.
• Familiarity with home finishes, construction materials, and the general home building process is a plus.
• Basic understanding of email and internet usage, with a willingness to adopt and use new technology.
• Proficient in Microsoft Excel, Adobe, and Word for tracking, documentation, and reporting.
• Demonstrated reliability, integrity, and commitment to providing exceptional customer service in every interaction.

Travel Requirements: This role requires regular travel throughout the Boise Metro, including Star, Meridian, and Eagle. Candidates must be comfortable working on-site and traveling between locations as needed. 

WHY WORK HERE

BENEFITS

• Company supported medical, dental and vision benefits for employees and families 
• Participation in our 401(k)-retirement savings plan with Company contributions 
• New home discount 
• 120 hours of paid time off for the first year 
• Seven paid holidays 
• Paid volunteer hours 
• Employee Recognition Program 
• Employee Referral Bonus - Up to $1,000 
• Engaging company culture – Including our annual "Ferris Bueller's Day Off" 
• And much more 

OUR CULTURE / VALUES

At Pacific Lifestyle Homes, our vibrant culture defines who we are. We believe in the power of open communication, where every voice is valued and heard. With a strong emphasis on personal growth, we offer one-on-one coaching, regular reviews, and prioritize internal promotion whenever feasible. Our actions are guided by our core values of respect, accountability, candor, humility, integrity, and teamwork, shaping every decision we make and every interaction we have. 

Build your career at Pacific Lifestyle Homes, where we are committed to the idea that a skilled team can build homes and communities that withstand the test of time. Picture yourself driving by our neighborhoods a decade from now, brimming with pride knowing you played a vital role in their creation. Do not miss the opportunity to make a lasting impact with us 

For additional information about Pacific Lifestyle Home's Company Culture and how it can enrich your career, we invite you to view the video at the following link:  

WORK ENVIRONMENT

We have an in-person work culture, with a general work schedule of 8:00 AM – 5:00 PM. 

Our dress code and appearance policy reflect our commitment to professionalism and our dedication to maintaining a premier standard as a homebuilder. 

Prior managerial reference checks, background check and a pre-employment drug screen are required steps in our hiring process.

We are proud to be an Equal Opportunity Employer.