Customer Service Representative

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

Primary Responsibilities:

* Call/Take phone calls from homeowners and retailers in their respective areas

* Contacts home owner and evaluates cosmetic repairs needed from list they supplied

* Verify correct home owner information, phone numbers, email address, home location physical address

* Contact every home owner 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 and lot or display model re-work

* Assign technician to home owner 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.

MINIMUM QUALIFICATIONS

* 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

AR/AP experience a plus