Home Builder Customer Service Representative

Summary/objective
The Home Builder Customer Service Representative is responsible for managing, coordinating and controlling new construction warranty claims in designated regional communities. This role will provide superior customer service and be a trusted resource for homeowners in assigned Pahlisch Homes communities, ensuring the company’s quality standards while continually exceeding customer’s expectations.

Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Schedule appointments with homeowners and perform onsite home inspections within the one-year warranty
• Evaluate warranty request and determine needs with the utmost professionalism
• Perform minor home repairs, adjustments, and modifications
• Communicate and coordinate work orders with Trade Partners and/or manufacturers
• Daily tasks include quality control inspections, warranty claim assessments, defect causes, & construction troubleshooting
• Verify completion of Trade Partner workmanship and accurately documents completion
• A natural capacity to display empathy while providing superior customer service on the phone, in person and via email
• Assist Homeowner Care Team with scheduling, Trade base warranty follow-up, data-entry, filing & product/warranty research
• Respond to phone calls & emails for warranty customer care
• Organize homeowner paperwork & one year warranty files
• Follow up on one year warranty meetings
• Manage, Follow up and track trade partner “open tickets” and coordinate scheduling
• Attend global and regional meetings
• Other duties as assigned

Qualifications
• Bachelor’s Degree or equivalent years of related experience
• 4 years of customer service experience required
• 2 years of construction field experience preferred
• Warranty experience preferred
• General knowledge of the residential building industry and the ability to use general building tools and equipment
• Intermediate/Advanced knowledge of Microsoft Suite Products (Outlook, Word, Excel)
• Ability to work independently and in a team environment
• Excellent communication and organizational skills
• Ability to take direction, meet timelines and work on a multitude of projects at one time
• Adaptable to fast paced work environment
• Must possess a valid drivers license
• Ability to work extended hours as needed

Supervisory responsibilities
This position will not have direct reports but will supervise/control an assigned territory/area. 

Work environment
This job operates in a professional office and outdoor work environments. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. This position includes frequent travel in vehicle to and from job sites.

Physical demands
This position must be able to remain in a stationary position 50% of the time. The person in this position needs to frequently move/traverse about job sites and an office environment and homes. This position requires good manual dexterity (hand, hand with arm, two hands). Occasionally ascends/descends a ladder. The person is required to communicate with trades, clients, homeowners and other colleagues. Frequently works in outdoor weather conditions.

Travel required
Frequent travel is expected for this position.