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Customer Service Representative
Posted Start On Type Department Location
08/26/14 N/A Full Time Customer Service CA - Corona
Summary

The Customer Service Representative is responsible for the coordination of the new-home warranty process during the first year of home ownership consistent with the “Fit and Finish” warranty and the Shea Homes 1-5-11 program. This program allows the Customer Service Representative to visit the Homebuyer’s new residence at three pre-determined points: the 1st month, 5th month, and 11th month after closing to provide a superior level of customer care.

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Duties

1.0 Conduct the Home Delivery/Orientation Walk with homeowner and address any outstanding questions, review the customer service program and what to expect. Explain home maintenance requirements, and review emergency/non-emergency procedures.

2.0 Discuss outstanding Home Delivery items with the Construction Supervision Team. Coordinate for all follow-up repairs and be in constant, clear communication with the homeowner.

3.0 Work with the Customer Service Center to schedule 1-5-11 appointments. Clearly set expectations for the next appointment during each interaction with homeowner.

4.0 Repair small items as appropriate.

5.0 Schedule, complete and document resolution to any customer service/warranty request in a timely manner.

6.0 Monitor/manage all repairs through completion and homeowner acceptance. Ensure a high quality of service through quality.

7.0 Perform all warranty service inspections in accordance with Title 7 guidelines.

8.0 Promptly respond to emergency service requests that are received during or after business hours when assigned.

9.0 Cooperate with the Customer Service Manager’s training and coaching recommendations

10.0 Complete weekly reports as required

11.0 Other duties/projects as assigned.

Knowledge and Experience

1.0      BA/BS or certification in related field preferred.

2.0      3+ years of customer service experience in a progressively responsible environment.

3.0          3+ years of residential construction industry experience preferred.

 

 

Skills and Abilities

 1.0 Must possess excellent organizational skills, and ability to maintain a calendar
with multiple commitments/deadlines.

2.0 Ability to provide homebuyers with an exceptional level of service.

3.0 Ability to fulfill promises to homeowners with a high degree of integrity.

4.0 Ability to delegate and oversee through to results in completion of delegated tasks.

5.0 Must possess a strong team orientation.

6.0 Ability to respond to homeowners in emergency situations independently, decisively and effectively as a first line representative for Shea Homes.

7.0 Very comfortable working with computers and versed in MS Office.

8.0 Reliable transportation

To apply, please click here.