Customer Service & Warranty Representative

Cole West LLC•Centerville, UT

3d•Onsite

About The Position

This field-based position will be overseeing warranty and service request assessments and repairs for single-family and townhomes. This position requires a self-starter with the drive to work independently, in addition to working closely with homeowners, superintendents, property managers, renters and trades, in a fast-paced environment, achieving a high level of customer satisfaction. The “CSR” will report to the VP of Operations.

Requirements

2-4 years in residential construction and/or a customer care role with knowledge of construction in order to make proper assessments, and to know which sub-contractors to contact for claims
Handyman Skills and knowledge to self-perform basic repairs
Must have the ability to tactfully handle confrontational situations with homeowners or trades, remaining calm and professional at all times
Must have exceptional listening, communication, time management, organizational and scheduling skills
Basic Knowledge of Excel, Outlook, PC, Tablet
Valid driver's license and reliable transportation

Responsibilities

Maintain positive homeowner, superintendent, property manager, renter, and trade relations by providing knowledgeable, timely, and professional service
Effectively resolve conflicts and disputes to minimize delays and claims
Communicate effectively with homeowners and subcontractors
Coordinate with homeowners and trades to assess and efficiently resolve warranty/service requests within 7 days
Supervise, coordinate and sequence contractors’ work
Track, follow up, inspect, and ensure accurate completion of all repairs
Hold sub-contractors accountable for poor workmanship
Develop and maintain complete and detailed warranty schedule and manage work in accordance with the schedule
Coordinate and track material deliveries
Manage multiple tasks, as well as projects, within designated time frames
Say "no" when necessary and overcome objections in a professional manner
Demonstrate fiscal responsibility by enforcing contract provisions and eliminating unnecessary spending
Self-Perform basic repairs. Must have your own essential Tools (drill, tape measure, screwdriver set, etc). Company will provide or reimburse for non-reusable supplies.
Assist with development of warranty documents