Customer Service Representative-Construction

A. Duda & Sons Inc.•Viera, FL

1d•Onsite

About The Position

Viera Builders, a wholly-owned subsidiary of A. Duda & Sons, Inc., is seeking a full-time Customer Service Representative for their warranty department. The ideal candidate will be a self-starter capable of working independently and collaboratively with homeowners, subcontractors, and various internal teams (construction, purchasing, sales). The role involves efficiently validating, evaluating, and resolving warranty concerns within 14 calendar days, and occasionally requires conducting in-home evaluations. Viera Builders emphasizes delivering a quality product and world-class customer satisfaction to its homeowners.

Requirements

High School diploma.
Must have 2 years minimum hands-on construction experience working in new construction, remodeling or other trade.
Ability to analyze problems, determine solutions, and produce desired results.
Be patient and capable of working under pressure with ability to effectively defuse situations.
Have the ability to represent the company in a professional manner in keeping with the Duda values.
Strong customer service skills.
Have strong computer skills to include Microsoft Office Suite and electronic document signature.
Manage multiple tasks efficiently with strong time management skills.
Ability to move up to 25 pounds.
During inspections you may be required to look underneath, around and inside of things such as windowsills, countertops, cabinets, closets, garages, etc.
Enter attic spaces of occupied homes via ladder.
Walking on trusses while operating a flashlight looking for signs of water intrusion.
Set up and use ladders, hoses, levels and minimal hand tools such as screwdriver & tape measure.
This will require bending, stooping, squatting, reaching and balancing.

Responsibilities

Provide a superior level of customer service during each interaction with homeowners, educating them on warranty issues and procedures as they pertain to their home, requiring hands-on experience and knowledge of residential construction.
Ensure that subcontractors are managed and continually evaluated on quality, safety, and scheduling by inspecting warranty work.
Receive homeowner calls, texts, and e-mails for warranty service, gather service request information, keep detailed logs of all requests, and file daily summaries.
Schedule warranty service work with homeowners, field personnel, and trade contractors. After repairs are complete, conduct inspections, utilizing working knowledge of residential home construction best practices, to verify the repairs meet company quality standards and homeowner satisfaction.
Assist Customer Service Manager in resolving all claims and disputes about warranty issues within ten working days (14 calendar).
Be part of a team environment to ensure effective communication, coordination of activities, and effective problem solving.
Actively participate in weekly meetings to assure monthly goals are met.
Meet with homeowners during final walk to explain the warranty process and go over contact/emergency contact information, warranty exclusions, 30-day paint T/U, water shut off, additional tile agreement, thermostat verification, alarm activation, irrigation timer, etc.
Resolve warranty issues through written, verbal, and electronic communication.
Answer phone calls, text, emails, and fax requests daily.