Customer Care Coordinator/Back-up Technician

Granville Homes•Fresno, CA

47d•Onsite

About The Position

This position is responsible for providing quality, efficient and timely response to concerns and inquiries of homeowners within all subdivisions. This position also serves as a field technician assisting in walkthrough and assessment visits with buyers and homeowners.

Requirements

Proficient in Microsoft Office Suite with an emphasis in Microsoft Outlook, Excel and Microsoft Word
Basic computer skills
Ability to manage difficult customers in a friendly and effective manner
Excellent telephone skills
Ability to write reports and business correspondence
Ability to hold people accountable for results
Systems oriented, organized with excellent follow-up skills
Demonstrated ability to work effectively in a team environment
Demonstrated ability to effectively present information and respond to questions from managers, clients, customers and the public
Demonstrated ability to manage multiple tasks in a fast-paced environment
Demonstrated ability to remain calm, focused, positive and cheerful while changing direction and priorities frequently
High School Diploma or equivalent
Two years’ experience in a customer service capacity

Nice To Haves

Construction industry experience preferred

Responsibilities

Responds in a timely manner to all forms of customer concerns/inquires for all subdivisions
Schedules Customer Care service appointments for homeowners with the Customer Care Technician
Case management and decision making
Assists in planning homeowner GV 101 meetings to inform homeowners of company’s procedures, warranties, and home maintenance
Provides improvement suggestions for existing departmental procedures or innovate with new ideas
Maintains open lines of communications with various departments to ensure all homeowner concerns and construction problems are identified
Coordinates homeowner repair appointments
Works closely with the quality assurance, sales, production, estimating/purchasing and design departments
Assists Customer Care Technician with pre-delivery inspections of new homes to ensure chosen options have been installed; all appliances and equipment are operating as designed and identify any discrepancies.
This role will serve as a backup to the field technician when needed
Conduct 30-day post-closing check-ins with homeowner; note any new deficiencies or warranty items sending work orders to trade partners.
Conduct Year End assessments via homeowner portal submissions.
If needed schedule in-person field inspections of year end assessment items.
File work orders and follow-up with trade partners to ensure items are completed in a timely manner
Assess home for repairs and maintenance. This potentially can require climbing ladders for roof inspections, stooping for appliance inspections and carrying of tools.
Respond to emergency calls following emergency protocols
Maintains open lines of communication with other Customer Care Representatives to ensure all homeowner concerns and construction problems are identified and repairs or concerns are followed through.
Manages complex issues that arise with customers during and after the construction of the new home.