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