Customer Service Reps

The Cavco Family of Companies•Lancaster, TX

10d

About The Position

The production service team ensures customer issues are addressed to the customer’s satisfaction in a timely manner and in accordance with Cavco warranties and commitments. Ongoing customer loyalty and brand support are key measures of the team’s success. Customer service representatives take customer calls and work to resolve issues and concerns related to Cavco’s warranties and commitments, while helping customers understand their product purchases. Senior specialists have mastered service operations and customer support skills and knowledge. The role works independently to execute specific, sometimes complex, process steps under continuous quality review, with coaching as needed.

Requirements

High school diploma.
2–4 years of relevant, related experience.

Nice To Haves

Some college preferred.

Responsibilities

Work with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
Check that appropriate changes were made to resolve customers’ problems.
Keep records of customer interactions or transactions, recording inquiries, complaints, comments, and actions taken.
Resolve customers’ service or billing complaints.
Complete contract forms, prepare change-of-address records, or issue service discontinuance orders using computers.
Refer unresolved customer grievances to designated departments for further investigation.
Determine charges for requested services, collect deposits or payments, or arrange billing.
Contact customers to respond to inquiries or notify them of claim investigation results or planned adjustments.
Refer complaints about product or service failures to appropriate departments for investigation.
Coordinate customers’ service needs with other departments as required.
Receive orders, resolve billing complaints, and explain how to use a product or service.