Customer Service Representative

Palm Harbor Homes•Phoenix, AZ

11d

About The Position

This role involves managing customer service operations, primarily focusing on communication with homeowners and retailers regarding repairs and service orders. The representative will be responsible for evaluating repair needs, verifying customer information, providing warranty details, coordinating with technicians, and managing work orders from initiation to completion.

Requirements

Excellent communication skills
Ability to verify customer information accurately
Familiarity with warranty terms and conditions
Proficiency in assigning technicians based on location
Skill in writing detailed work orders and parts lists
Ability to attach relevant documents (Décor Page, schematics)
Capability to arrange parts delivery logistics
Experience in closing out work orders in a system (Deacom)
Strong coordination and prioritization skills
Ability to review work orders for quality assurance

Responsibilities

Call/Take phone calls from homeowners and retailers in their respective areas
Contact home owner and evaluates cosmetic repairs needed from list they supplied
Verify correct home owner information, phone numbers, email address, home location physical address
Contact every home owner to advise that their work order is in progress. Read thru the scripted one time cosmetic visit and remaining limited one year plumbing and electrical warranty
Contact retailers regarding and lot or display model re-work
Assign technician to home owner within their geographic location
Writes Work Orders for Service Technicians/Contractors
Writes up parts needed
Attaches Décor Page for home and any schematics needed to complete repairs at job site
Arranges best way to get parts to technician
Finalize work orders, and determinations for state – close out in system (Deacom)
Coordinate and prioritize work orders with Service Manager, and service team through meetings
Review completed work orders for any flaws, or inadequacies on technician’s part.