Customer Care Technician

Clayton Homes•New Tazewell, TN

About The Position

Clayton is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance. Clayton Homes is the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance. The Customer Care Field Technician in Training is responsible for delivering the desired customer service experience as represented by the customer care philosophy. The goal is to effectively make warranty, courtesy or service repairs that meet or exceed the expectations of our customers. You will travel to the customer home to examine warranty issues and make the necessary corrections as appropriate and being able to articulate to the customer what happened. It is expected for the Customer Care Technician to be able to make the repairs. This may include replacing or manually fixing the warranty concern. Proper paperwork documenting repairs, along with pictures will be required for each job.

Requirements

Computer literate a plus. Successfully learn the programs necessary to complete all job responsibilities.
Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and the home office.
Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.
Language Skills, Ability to read and interpret documents such as policies, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.
Mathematical Skills. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Computer Skill. Ability to learn new programs as needed.
Reasoning Ability. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s EHS Policy.
The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is regularly required to stand; lift heavy objects; walk; work in confined spaces; bend down frequently; use hands to handle or feel; reach with hands and arms and stoop, kneel, crouch, or crawl.
The team member must frequently lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision.

Responsibilities

Providing reliable and trustworthy service and customer support during customer home visits.
Effectively schedule and manage all on-site inspections, repairs, maintenance and testing tasks.
Read, understand and execute schematics.
Experience with all hand tools, power tools and diagnostic tools.
Ensure that all work orders, request for service, and parts forms are properly detailed with required information.
Provide polite, ethical, and knowledgeable communication to all customers (homeowners, retail team members, facility team members, and the home office support team).
Cooperate with customer care support staff and share information with the production team to improve the quality of our homes.
Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.
Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
Build positive relationships with all customers.
Adhere to and support all Clayton Homes Building Group policies and procedures.
Operate vehicle in a safe manner and use field automation systems.
Follow all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.
Ability to work flexible shifts and to adapt to changing work schedules.
Ability to be away from home for several days at a time.

Benefits

Full-time team members have the flexibility to create their own health, dental, and vision benefits package.
Clayton provides competitive 401K programs, including investment options and company matching for full and part time employees after one year to help our team members achieve their financial goals.
Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.
As part of Clayton’s commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.
Clayton is proud to have earned spots on the following Forbes lists: America’s Best Employers, America’s Best Employers by State, Best Employers for Diversity, Best Employers for Women.
At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members.
Clayton is committed to a diverse and inclusive workplace.
Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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