Customer Service Representative II (Builder)
About The Position
The Customer Service Representative (Builder) owns the end-to-end customer service lifecycle for service and warranty orders. The role serves as the primary contact for diagnosing issues, recommending corrective actions, and driving timely resolutions. It coordinates customers and homeowners, MasterBrand field teams, installers, and service technicians, including appointment scheduling, parts staging, and follow-up. Success is measured by customer satisfaction, rapid response to builders, accurate data in the ordering platform and Salesforce, on-time appointment completion, and fewer repeat service visits. The position is based at the Brentwood, Tennessee facility and requires onsite attendance Monday through Friday, 7:00 a.m. to 3:30 p.m. Domestic travel of up to 5% is required.
Requirements
- High school diploma or GED equivalent.
- At least 1 year of experience in customer service, field service coordination, or warranty operations.
- Proficiency with Microsoft Word, Outlook, and Excel.
- Excellent written and verbal communication skills, with the ability to present information clearly to customers and internal partners.
- Ability to multitask, meet deadlines, and manage competing priorities in a fast-paced environment.
- Ability to diagnose practical problems, adapt standardized procedures to variable field conditions, and propose workable solutions.
- Comfort with calculating prices, service timeframes, and basic percentages.
- Willingness to travel domestically up to 5%.
Nice To Haves
- Associate’s degree.
- Experience in construction or builder-facing environments.
- Experience with Salesforce and AS400.
Responsibilities
- Respond to customer inquiries by phone, email, and web within 8 business hours, and record communications in Salesforce.
- Provide status updates, diagnose concerns, recommend corrective actions, coordinate issue resolution, and schedule follow-up service as needed.
- Create and maintain Salesforce service work orders and warranty appointments with complete documentation, including scopes of work and required parts.
- Coordinate service appointments, monitor construction schedules, and update calendars and work orders when schedules change to minimize disruption and rework.
- Close service work orders in Salesforce after verifying completion, parts used, labor time, and customer sign-off.
- Track and resolve incomplete services, warranty claims, quality inspection items, and installer debriefs; escalate complex or recurring issues when appropriate.
- Confirm parts availability, coordinate with internal teams to avoid delays, and monitor shortages, damages, incorrect parts, and backorders.
- Act as the primary liaison between Field Service Representatives, Sales, Builders, and Subcontractors to set expectations and communicate critical updates.
- Participate in team and subcontractor alignment meetings to support performance, process adherence, collaboration, and communication.
- Enter customer orders and quotes accurately into designated systems and communicate with customers promptly after processing.
- Develop knowledge of MasterBrand products and procedures, identify recurring issues, and recommend process or product improvements.
- Share best practices, contribute to SOPs and process improvements, support peer training, and assist with additional assignments as needed.
- Demonstrate the MasterBrand Way by seeking ways to reduce waste and complexity, participating in ethics and compliance activities, and supporting a collaborative work environment.
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What This Job Offers
Job Type
Full-time
Education Level
High school or GED
