Customer Service Representative

Overview

Job Description:

Service Department Customer Service Admin

Reports to:

Service Manager

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

• Call/take phone calls from homeowners and retailers in their respective areas.
• Contact homeowners and evaluate cosmetic repairs needed from the list supplied.
• Verify correct homeowner information, phone numbers, email address, and home location address.
• Notify homeowners that their work order is in progress and refer to the scripted cosmetic visit and remaining limited one-year plumbing and electrical warranty.
• Contact retailers regarding lot or display model re-work.
• Assign technicians to homeowners within their geographic location.
• Write work orders for service technicians/contractors.
• Write up parts needed and attach necessary decor pages and schematics to complete repairs at the job site.
• Arrange the best method to obtain parts to technicians (e.g., Fed Ex, Fleetwood truck, SAIA, South Eastern, Cavco Parts truck).
• Finalize work orders and state determinations; close out in system (Deacom).
• Coordinate and prioritize work orders with the Service Manager and service team through weekly meetings.
• Review completed work orders for any flaws or inadequacies on a technician’s part.

• MINIMUM QUALIFICATIONS:
  • Requires a high school diploma or equivalent.
  • 1-3 years of related experience in customer service typically required.
  • May be entry level if some experience in the skill.
  • Bilingual preferred.
  • AR/AP experience is a plus.

• High School education
• Team Player:
  Works well as a member of a group
• Self-Starter:
  Inspired to perform without outside help

Equal Opportunity Employer
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