Customer Service Representative

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; FedEx, 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

Education

Preferred

• High School or better

Skills

Preferred

• Microsoft Excel

Behaviors

Preferred

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

Motivations

Preferred

• Self-Starter: Inspired to perform without outside help

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.