What are the responsibilities and job description for the Customer Service Representative position at FieldStone Homes?
Job Description:
Fieldstone Homes is seeking a Customer Service Representative. This position requires someone who is self-starter, able to work independently as well as work closely with customers, builders, and sub-contractors in a fast-paced environment while achieving high levels of customer satisfaction.
Customer Service Representatives resolve warranty calls made by Fieldstone homeowners by visiting the home to inspect the issue, determine if it's eligible under warranty and work with customers and subcontractors to resolve the issue quickly. Customer Service Representatives are responsible for warranty resolution in multiple communities.
Job Responsibilities:
- Coordinate and schedule all other repairs with contractors and customers
- Follow up, inspect and ensure completion of all repairs
- Hold contractors accountable for results
- Instruct customers on how to maintain their homes
- Performing minor repairs
- Handle multiple tasks, as well as projects within designated timeframes
- Responsible for achieving high levels of customer satisfaction
Qualifications
- A positive attitude and good social/interpersonal skills are essential
- The ability to say "no" and overcome objections in a professional manner
- Must be able to deal with and remain calm in confrontational situations and deal with negativity
- Previous experience in a customer service environment
- Previous experience in the home building industry and/or some home repair experience is helpful, but not required
- Have exceptional listening and communications skills
- Follow up and follow through consistently to deliver outstanding service
- Have excellent time management, organizational and scheduling skills