Okay buddies, here's a full time 40-hours per week job that I know some are qualified to do. It's called Customer Service Rep but it's basically a do-it-all warranty punch person that must interact with new homeowners (and others) and resolve all their issues so we can keep our 100% customer satisfaction rating. You must be able to interact with our software system (simple point and click which we teach) and some basic document control management skills....so here's the job description:
Job Description Customer Service Representative
Reports to: COO
Direct Reports: None
Position Summary:
Manage the warranty process for an area
Essential Functions: Core duties or tasks that is fundamental and not marginal to the performance of the job.
1. Meet with Home Owner and Builder Home Owner Acceptance
2. Agree that the pre-closing orientation form is complete
Confirm warranty and care guide correctly represents products installed in house
Explain 1-3-11 new home service program and extended warranty program
Review definitions of emergency and urgent warranty situations
Provide Home Owner with appropriate forms/procedures
Schedule 1 month inspection and in the future schedule 3 and 11 month inspections
3. Conduct 1 month, 3 month and 11 month inspections and customer service on closed homes.
4. Maintain supply of 1-3-11 warranty forms
5. Contact trade partner to schedule warranty work as necessary
6. Complete minor warranty work as necessary and record information on Field Service Worksheet
7. Complete confirmation action items in SMART
8. Complete Customer Service Request in SMART
9. Create Service Order with estimated cost
10. Update warranty records as requests are complete
11. Set appointments with homeowners, contractors, and CS Representatives and enter information in SMART
12. Issue Service Order back charges as necessary
13. Request extended warranty as needed and add to Home Owner file
14. Respond to warranty service exception
Assess problem, create service order in system
Contact trade partner if necessary
15. Resolve routine warranty items
16. Schedule, supervise and inspect warranty work performed by trade partners
17. Conduct QA inspection and acceptance, then complete QA log
18. Conduct inspection of home foundation
19. Conduct post-mechanical and pre-insulation inspection
20. Work on resolutions for exceptions to results of inspections conducted
21. Identify trades with delinquencies and expedite completion
22. Monitor and review pending changes in SMART product or process
23. Be available for after hours service on call duties
24. Provide emergency services as required in the community. Maintain SMART service records for the community.
25. Perform daily scheduled warranty as required
26. Provide information to builders, Operations and Product Development for product improvement
27. Perform maintenance work on model homes
Office is in Woodstock GA - most of our work is north of 285
Communities:
http://www.smithdouglascommunities.com/our-communities/PM for email/phone number
