Customer Service Representative

Pacific Lifestyle Homes•Tacoma, WA

17d•Onsite

About The Position

Garrette Homes is seeking a friendly and proactive Customer Service Representative to join our team, assisting homeowners, addressing inquiries, and resolving issues to ensure a positive customer experience. This full-time role offers an excellent opportunity to make a meaningful impact. Reporting to the Quality Assurance Manager, the Customer Service Representative will play a key role in supporting customer satisfaction and enhancing the reputation of Garrette Homes through outstanding service and responsiveness. This position includes regular travel throughout Kitsap County to visit job sites and meet with homeowners.

Requirements

1-2 years of experience in customer service, ideally within the home building industry
Ability to manage multiple tasks with high attention to detail and accuracy
Strong sense of urgency, ambition, and problem-solving skills with a proactive approach to solutions
Excellent communication skills for delivering both positive and challenging news professionally
Open to feedback, coachable, and adaptive to continuous learning and improvement
Familiarity with home finishes, construction materials, and the general home building process is a plus
Basic understanding of email and internet usage, with a willingness to adopt and use new technology
Proficient in Microsoft Excel, Adobe, and Word for tracking, documentation, and reporting
Demonstrated reliability, integrity, and commitment to providing exceptional customer service in every interaction
Travel Requirements: This role requires regular travel throughout Kitsap County, including Bremerton, Port Orchard, Seabeck, Poulsbo, and Gig Harbor. Candidates must be comfortable working on-site and traveling between locations as needed.

Nice To Haves

Familiarity with home finishes, construction materials, and the general home building process is a plus

Responsibilities

Closing Warranty Tickets Weekly: Ensure timely resolution of warranty tickets by closing them on a weekly basis. Coordinate with the service team and contractors to address outstanding issues, keeping workflows efficient and customer needs promptly met.
New Homeowner Orientations: Lead new home orientations for homeowners, providing detailed information on home features, maintenance tips, and warranty coverage. Ensure homeowners feel confident and well informed about their new property.
Quality Assurance Walks: Verifying completed homes meet company standards prior to NHO.
Time Management: Utilize effective time management skills to handle multiple warranty requests and customer interactions. Prioritize tasks to meet response and resolution targets, maintaining high productivity throughout the day.
Timely Communication: Provide prompt and clear communication with customers, keeping them informed about the status of their warranty claims and repair schedules. Set realistic expectations and follow up as necessary to ensure customer satisfaction.
Documenting Warranty Claims: Accurately document all warranty claims in the system, including details of the issue, resolution steps, and communication history. Maintain organized records to support quick reference and ensure transparency.
Work with Trade Partners: Collaborate with trade partners to schedule and complete service requests, maintain effective communication to resolve homeowner issues. Build strong relationships with trade partners to ensure reliable and high-quality service delivery.
Keeping Warranty Requests Under 45 Days of Aging: Monitor warranty requests regularly to prevent backlogs, aiming to resolve all claims within 45 days. Proactively address delays and communicate with relevant teams to ensure timely resolution.
Survey Scores: Aim to achieve high customer satisfaction survey scores by providing exceptional service and addressing customer concerns effectively. Use survey feedback to identify areas for improvement and enhance the overall customer experience.

Benefits

Company supported medical, dental and vision benefits for employees and families
Participation in our 401(k)-retirement savings plan with Company contributions
New home discount
120 hours of paid time off for the first year
Seven paid holidays
Paid volunteer hours
Employee Recognition Program
Employee Referral Bonus - Up to $1,000
Engaging company culture – Including our annual “Ferris Bueller’s Day Off”
And much more!