Customer Service Warranty Coordinator

Summary:

The primary responsibility of the Customer Care Associate is to resolve the Builders’ and the Homeowner’s concerns and ensure projects are completed to their total satisfaction. This individual must be a strong problem solver, superior communicator, and demonstrate diligence and urgency in their responses to both customers and peers.

Essential Functions:

Level I:

• Handles builder and homeowner requests as needed
• Initiates claims and oversees the claims process with vendors
• Inspects and diagnoses product and installation issues
• Works with all departments within the company to minimize issues arising in service
• Identifies reoccurring issues in production that lead to service items and works with production team to mitigate those items
• Schedules employee technician and independent contractor base to execute appointments
• Coordinates with outside trades to facilitate repairs
• Bills within service department quote prices
• Diffuses difficult buyers and situations
• Performs at high level in a fast-paced environment
• Possess the ability to act confidentially in difficult situations and to follow up and complete tasks in a timely manner
• All other job duties as assigned

Level II:

• All functions included in Level I
• Assists with the training of Level I employees
• All other job duties as assigned

Skills and Qualifications:

Level I:

• High school diploma or general education degree (GED) required.
• Ability to effectively present information and respond to questions from groups of manager, clients, customers, and homeowners
• Interpersonal skills to develop and maintain professional working relationships with builders, vendors, subordinates, and co-workers
• Proactively identifies, analyzes, addresses, and resolves problem areas, conflicts, and issues
• Organizational skills to ensure adequate tracking systems are utilized to maintain and track all required information associated with the ordering and production process
• Excellent written and verbal communication skills
• Ability and willingness to work both in a team environment and alone without constant supervision with a high-level ability to manage own time
• Maintains a proper attitude when work assignments change and/or other team members need assistance
• Ability to self-prioritize work
• Willingness to escalate issues when necessary
• Working knowledge of internet, inventory, project management, spreadsheet and word process software and order processing systems (All Microsoft products; Excel, Word, &, Outlook)

Preferred

• 1 year of applicable job experience
• Bilingual experience (English/Spanish)
• Experience in the service or hospitality industries

Job Competencies

• Basic technology skills, including MS Office Suite
• Strong communication skills, including written communication
• High level of organizational skills, time management skills, and ability to work effectively in a fast-paced environment to consistently meet deadlines
• Ability to take ownership of responsibilities and effectively handle interpersonal relationships with others

Level II:

• All skills and qualifications in Level I
• Ability to move fluidly from customer to customer including complex and high-end customers
• High level of organizational skills, time management skills, and ability to work effectively in a fast-paced environment to consistently meet deadlines
• Understands all trades and how they integrate
• Minimum 1 year experience

Work Environment and Physical Requirements:

• Work performed in an office environment
• Ability to sit for an extended period and operate shared office equipment and keyboards

If you like working with a growing close knit team and helping home owners design the home of their dreams, come build your career with us!

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Experience level:

• 1 year

Shift:

• 8 hour shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• Ladson, SC: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person