Customer Service Representative
JOB SUMMARY:
The Customer Service Warranty Representative is responsible for scheduling subcontractors, evaluating the subcontractor's work and completing construction warranty claims within 7 days for both active and closed out communities. In addition, the Customer Service Representative will carry out homeowner orientations and follow-up with homeowners periodically at designated times.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Warranty Claim Processing
- Facilitate construction warranty claims by scheduling, evaluating and ensuring proper resolution to ensure customer satisfaction.
- Complete all warranty claims within 7 days.
- Hold subcontractors accountable for their work.
- Manage CSI for assigned communities (active as well as closed out).
- Continually strive for superior CSI ranking.
- Maintain a CSI of 98% or above
- Homeowner Communication
- Deliver a consistent and effective homeowner orientation to ensure the buyer experiences a positive transition to their new home.
- Explain FWI's Limited Warranty to homeowner.
- Schedule and complete post close visits at 60 days, 6 months and 11 months.
- Conduct quality walks on each home to ensure FWI standards are met.
- Attend and participate in weekly team meeting to ensure all goals are met.
EDUCATION/EXPERIENCE/MINIMUM REQUIREMENTS:
Education/Certifications/Licenses
- High School Diploma or equivalent required
- Associates or Bachelor's degree preferred
Experience
- Minimum one (1) year of customer service experience in homebuilding or related real estate industry, or applicable construction management training required
- 1 - 2 years of construction experience with a production homebuilder preferred
Knowledge, Skills & Abilities
- Strong experience in delivering high quality customer service programs.
- Demonstrated leadership capabilities including motivating teams, employee development, and being results oriented.
- Strong people skills, including the capability to handle various personalities and develop professional relationships.
- Action oriented, with the drive to push projects and tasks to successful closure.
- Proven ability of being customer centric by seeking solutions from the customer's perspective.
- Strong verbal & written communication, with the ability to take complex concepts and communicate accurately and persuasively.
- Strong ability to work within a team-setting, inclusive of other's ideas, and a willingness to cooperate.
- Makes quick and accurate decisions based heavily on facts, data and/or metrics.
- Proficient in Microsoft applications, including Word, Excel, and Outlook.
Work Requirements
- Work full-time schedule with flexibility for overtime when necessary.
- Ability to work the "On-Call" program when needed (respond to emergency calls or other issues during off-hours).
- Valid driver's license required.
- Local travel required within designated region.
- Conduct business in a professional and ethical manner to potential buyers, trade partners, external officials, and coworkers to reinforce goodwill and profitability for the company.
