Job Title: Customer Service Representative
FLSA Status: Non-Exempt
Supports the organization’s mission, vision, and values by exhibiting the following behaviors: excellence and competence, collaboration, innovation, respect, personalization, commitment to our community, accountability and ownership.
Under the direct supervision of the Customer Care Manager, this position provides support to the Customer Care Department. In addition to ensuring that SheaHomes meets all warranty obligations to each customer, this person works with Trade Partners and communicates information back to the Customer Care Department to improve and exceed customer satisfaction, quality, and cycle time objectives. This individual is responsible to ensure that warranty issues are satisfied through prompt, courteous and efficient service.
Works under limited supervision and on own initiative performs standard and advanced customer service duties. Must be able to work successfully in a team environment; have a strong customer service focus; and comfortable working in a fast-paced environment where continuous improvement is expected. Must have ability to balance multiple priorities and assignments, be detail-oriented, and conscientious with a dependable work ethic. Must have 2-3 years previous supervisory and homebuilding industry experience. Exceptional organizational, interpersonal, verbal and written communications, presentation, negotiation and people skills are also required. This person may be a member of special or ongoing projects that are important to process improvement. Must have demonstrated ability to develop and maintain strong relations with trades, internal and external customers, and ability to plan, organize and prioritize responsibilities to consistently meet deadlines. This job description reflects management’s assignment of essential functions, it does not prescribe or restrict the tasks that may be assigned.
The physical demands and work environment characteristics described herein are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is frequently required to communicate verbally and in writing, stand, walk, and sit. The noise level is usually quiet to moderate.