Customer Service Representative

Description

Job Description:

Service Department Customer Service Admin

Reports to Service Manager

Key relationships:
Service Manager, Service Technicians, Independent Contractors, Production Manager and Quality Assurance Team, Home Owners, Retail Sales Centers, Service Team, Sales Department, and Parts Manager, Parts Assistant, Purchasing

• Call/Take phone calls from homeowners and retailers in their respective areas
• Contacts homeowner and evaluates cosmetic repairs needed from list they supplied
  • Verify correct homeowner information, phone numbers, email address, home location physical address
  • Contact every homeowner to advise that their work order is in progress. Read thru the scripted one time cosmetic visit and remaining limited one year plumbing and electrical warranty
  • Contact retailers regarding lot or display model re‑work
• Assign technician to homeowner within their geographic location
• Writes Work Orders for Service Technicians/Contractors
  • Writes up parts needed
  • Attaches décor page for home and any schematics needed to complete repairs at job site
  • Arranges best way to get parts to technician;
    Fed Ex, Fleetwood truck, SAIA, South Eastern or Cavco Parts truck, etc.
• Finalize work orders, and determinations for state – close out in system (Deacom)
• Coordinate and prioritize work orders with Service Manager, and service team through weekly meetings
• Review completed work orders for any flaws, or inadequacies on technician’s part

• Requires a high school diploma or its equivalent
• Working as a Customer Service typically requires 1-3 years of related experience
• May be entry level if some experience in the skill
• Bilingual is Preferred

Some Knowledge

• Team Player:
  Works well as a member of a group

• Self-Starter:
  Inspired to perform without outside help

• High School or better

Equal Opportunity Employer
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