Job Type :
Monday, 24 April 2017
Responsible for maintaining all warranty records, paperwork, and activity. Will track all warranty claims while conferring with field representatives to ensure 100% customer satisfaction with completion of all warranty work.
DUTIES AND RESPONSIBILITES:
Homeowner Contact - Customer Service - 30% of the time
*Receive, evaluate and process initial service requests from homeowners via telephone, mail, facsimile or e-mail.
*Either schedule appointments with homeowners for inspections/repair work, or submit claims to Service Representatives, who will contact homeowner and schedule inspection/repair work.
*Schedule appointments with homeowners for inspections and warranty/repair work.
*Maintain on-going communication with homeowners (verbal and written), handle all incoming inquires, and provide initial troubleshooting of issues.
Trade Partners - 30%
*Schedule trade partner appointments and submit work requests to coordinate with homeowner availability, or assist Service Representative with coordination of trade partner scheduling, including all documentation to trades and follow-up calls.
*Coordinate information flow between Operations (Superintendents-CS Representatives- Managers) and Trade Partners.
*Provide Order Numbers when Field PO's are required.
*Process / Enter purchase orders as needed to assist Service Representatives.
*Process/code invoices as necessary. Review and answer questions on invoices, payments, and contact information. Research any purchase order back charge discrepancies.
Records Processing & Reporting - 30% of the time
*Track and maintain accurate records of all pertinent information in homeowner's lot file.
*Monitor and communicate the status of warranty & customer service claims through daily reports to track against division goals.
*Provide all warranty documentation for 10 day Follow-Up Folders and contact vendors to ensure updated information is provided to homeowners.
*Develop, track, and maintain current CSI documentation for 30 day and 11 month H2 Insight survey data.
*Track and input all Follow-Up Touch Points and produce weekly reports.
*Obtain and process all check requests.
*Retrieve and distribute architectural plans.
*Update AS400 with information as received.
*Copy and distribute documents to the legal department as needed.
Administrative - 10% of the time
*Provide administrative support with spreadsheet generation, photocopying, report compilation, archive file management, scheduling meetings, sorting mail, and assist other departments if needed.
*High school degree/equivalent required
*Bachelors or Associates degree preferred
*2+ years prior administrative office experience required, including strong computer usage
*Prior homebuilding construction or customer service experience preferred
*Exceptional organizational capability, including the ability to multi-task
*Strong people skills, including the capability to handle various personalities and develop professional relationships
*Action oriented, with the drive to push projects and tasks to successful closure
*Proven ability of being customer centric by seeking solutions from the customer's perspective
*Strong verbal & written communication, with the ability to take complex concepts and communicate accurately and persuasively
*Strong ability to work within a team-setting, inclusive of other's ideas, and a willingness to cooperate
*Proficient in Microsoft applications, including Word, Excel, and Outlook.