Customer Care Technician

Clayton Homes, a Berkshire Hathaway company and the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

Customer Care Field Technician
Reports to: Customer Care Manager
Department: SERV
Job Profile: JP00273
Job Status: Full-Time / Salary
Mobility Profile: On Location

Position Summary: The Customer Care Field Technician is responsible for delivering the desired customer service experience as represented by the customer care philosophy. The goal is to effectively make warranty, courtesy or service repairs that meet or exceed the expectations of our customers.
Duties / Responsibilities:
• Providing reliable and trustworthy service and customer support during customer home visits.
• Effectively schedule and manage all on-site inspections, repairs, maintenance, and testing tasks.
• Diagnosing error or technical problems and determining proper solutions.
• Ability to read blueprints or technical diagrams as provided by the engineering team.
• Experience with all hand tools, power tools and diagnostic tools.
• Ensure that all work orders, request for service, and parts forms are properly detailed with required information.
• Provide polite, ethical, and knowledgeable communication to all customers (homeowners, retail team members, facility team members, and the home office support team).
• Cooperate with customer care support staff and share information with the production team to improve the quality of our homes.
• Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.
• Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
• Build positive relationships with all customers.
• Adhere to and support all Clayton Homes Building Group policies and procedures.
• Operate vehicle in a safe manner and use field automation systems.
• Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 3280 and our DAPIA.
• Follow all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.
Ability to work flexible shifts and to adapt to changing work schedules. Ability to be away from home for several days at a time.
Qualifications:
• Minimum of five years of experience in the manufactured home building industry or similar, preferred.
• Computer literate a plus. Successfully learn the programs necessary to complete all job responsibilities.
• Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and the home office.
• Proven ability to diagnose problems and determine the proper solution as designed by the DAPIA.
• Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.
Physical Demands:
• Must be able to lift and carry up to 50 lbs. and occasionally use ladders / steps to enter and exit homes.
• Must be able to consistently operate a computer and other office productivity machinery such as telephone, calculator, copy machine, computer printer, etc.
• Must be able to communicate with others via phone, email, and in person. Must be able to exchange accurate information with others.
• Works in an environment that includes exposure to extreme temperatures.
• Work primarily involves sitting / standing, may involve a moderate amount of bending / stretching.

Business Unit - B00018