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; 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