Customer Care Technician

Location: St. Cloud, FL.

Full Time

Overall function:

 

The Customer Care Technician will ensure that the Highland Homes Customer / Homeowner is receiving exemplary customer service while maintaining the integrity of the Highland Homes (2-10) Warranty. This person will build and nurture important relationships with the Highland Homes vendor base in efforts of increasing response times to warranty requests by the vendor partner base. The Position is responsible for timely resolution to all warranty requests within their assigned territory. The main focus of the position is to facilitate constant communication on a daily basis with trade partners and home owners with the goal of quickly resolving and closing warranty ticket requests. Other priorities involve quickly getting involved with negative survey respondents and assisting the Construction team, when necessary, in ensuring the delivery of the best product possible. The Position is tasked with completing fundamental warranty repairs that can be addressed in short time frames and quickly dispatching vendors for repair or replacement of more complicated and time consuming items.

 

Key Performance Indicators:

 

• Maintain a low ‘average days’ count on total warranty ticket cycle time.

• Positive Post-Warranty Survey results.

Job Responsibilities:

 

• In the field over 90% of the time…ie. Managing ticket load. Trade, CM, RPM, and Sales relations.

• Punch in – Punch out through Kronos time keeping application.

• Under promise and over deliver.

• Required to learn, study, adopt, and use the technology and software we use to run the business.

• Expert level knowledge of the 2-10 Warranty and the NAHB Residential Construction Performance Guidelines.

• Commonsense understanding of homeowner maintenance responsibilities.

• Logical understanding of construction principles.

• Promote an environment of constant communication between home owners, trades, and management.

• Form cohesive teams with Construction in the effort of delivering the best customer experience, both before and after the sale.

• Foster strong partnerships with the Sales team in educating and setting proper expectations with our customers early in the process.

• Establish and nurture vendor partner relationships.

• Ability to say no without saying no through various methods of educating the home owner.

• Engage in difficult homeowner discussions when necessary.

• Remain professional, courteous, and respectful to all home owners regardless of any and all confrontations.

• Attend and on time to all departmental trainings and meetings as required.

• Quickly contact home owners within 8 business hours of receiving a warranty request.

• Manage, document, and update all open ticket requests providing quick and decisive resolutions to all items.

• Focus on managing and reducing territory ticket cycle times.

• Proactively schedule and perform “Warranty 101” meetings with new home owners.

• As needed, assist the Construction team in ‘punching’ or QC’ing homes in production to ensure the delivery of the best product possible.

• Responsibilities can change at any time, be flexible, open minded, and willing to ‘roll up your sleeves’ and get dirty.

• May be asked to perform duties outside the scope of published responsibilities in helping the success of other departments.

Requirements:

 

• Exceptional organizational skills

• Outstanding customer service philosophy

• Average technical aptitude including productive usage of iPad, iPhone, and general productivity applications

• Nurturing and persuasive demeanor

• 1 – 2 years – experience in a customer facing Customer Service role

Business Unit -

Highland Homes