Conduct in-person homeowner assessments as needed to determine if corrective work is required.
Lead root-cause analysis and manage service work through vendors collaboratively with the Customer Care coordinator.
Oversee trades to ensure completion of service requests to customer satisfaction.
Perform minor service-related tasks such as adjustments and repairs as requested.
Establish and maintain positive customer relationships and ensure quality inspections of homes prior to delivery.
Determine trade accountability for back charges and P.O.s, and authorize payments within approval limits.
Follow applicable legal protocols and workflows to ensure compliance.
Monitor customer satisfaction metrics related to serviced customers.
SCOPE
Decision Impact: Division
Department Responsibility: Single
Budgetary Responsibility: No
Direct Reports: No
Indirect Reports: No
Physical Requirements: Ability to sit, stand, exert minimal force up to 50 pounds, and occasionally up to 80 pounds. Must be able to climb ladders and scaffolding to access all building areas. Ability to work in various weather conditions.
REQUIRED EDUCATION: Minimum High School Diploma or equivalent; Bachelor’s Degree preferred; Valid Driver’s License required.
REQUIRED EXPERIENCE:
1-3 years customer service and warranty experience or equivalent
Strong customer orientation and adaptability
Focus on quality service and follow-up
Basic construction skills and knowledge
Excellent communication and listening skills
Analytical skills for root cause analysis
Experience managing warranty/customer service processes
Basic computer skills
Cost management experience
Note: The legal and equal opportunity statements are retained as is.