CUSTOMER SERVICE TECH

Description

Job Summary  

The Warranty Technician responds to warranty requests submitted by homeowners. This position documents any repairs made, contacts the appropriate personnel to complete the repairs, and ensures the repairs are made on time. This person is a front-line ambassador for Holt Homes and represents the company with the highest level of integrity, character, professionalism, courtesy, and ethics.

Company Values

• Honesty – We say what we’ll do and do what we say
• Support – We express empathy, nurture growth, offer help, and accept help
• Efficiency – We don’t cut corners, but cut waste and find the best way
• Responsiveness – We recognize possibilities and respond to change, learn from mistakes, and communicate promptly 
• Improvement – We innovate endlessly

Qualifications

• High school diploma
• Minimum of 2 years of proven customer service experience
• Minimum of 2 years of residential construction experience preferred
• Ability to perform physical requirements of job, including but not limited to, getting into crawlspaces, use of ladders, lifting 35 pounds on a regular basis, etc.
• Current driver’s license with a safe driving record
• Current minimum state required liability insurance
• Basic computer skills with experience in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook) 
• Experience with Punch List Manager preferred
• Experience with 2-10 Warranty preferred
• Ability to read, write, and interpret instructions, internal memos, customer correspondence, safety rules, policy manuals, and purchase orders
• Current first aid certification or ability to obtain certification
• Working knowledge and hands-on experience of equipment, tools, materials, and supplies used in new home construction is needed, but training will be provided where necessary
• Memorable customer service skills with the ability to de-escalate high-tension interactions with homebuyers

Skills

• Ability to Quickly learn new computer software/programs
• Maintain a professional demeanor and appearance to Holt Homes’ standards
• Excellent organizational skills and attention to detail
• Ability to schedule and hold to appointment times with homebuyers
• Ability to prioritize and multi-task
• Strong follow-up skills
• Ability to work independently as well as in a group setting
• Adapt to a fast paced, ever-changing environment 

Responsibilities

• Own the client experience, communication, and expectations from closing of the home sale through the end of the warranty period
• Travel to client homes for inspections and repairs with provided company vehicle
• Keep the inside of company vehicle up to Holt’s standards of cleanliness 
• Conduct visual inspections of warranty issues and document each item with notes and photographs
• Ensure that root causes of issues are being identified, documented and reported
• Conduct homeowner walkthroughs and communicate with homeowners to ensure a thorough understanding of proper warranty coverage expectations
• Address post-possession homeowner concerns
• Ensure quality standards are being met on all warranty repairs completed by our trade partners
• Operate a variety of small hand and power tools for 'hands-on' repairs where needed
• Ensure that all processes and administrative procedures are followed consistently, completely, and accurately
• Responsible for tracking, responding to, and completing homeowner warranty requests
• Schedule repair services with appropriate trade partners 
• Practice fiscal responsibility at all times while dealing with trade partners and warranty repairs
• Perform other duties as needed 

Work Environment

• Regularly uses a computer/iPad with repeated movements to enter data, differentiate between colors, shades and brightness, and read from a computer screen for extended periods of time
• Regularly drives in provided company vehicle, often using said vehicle as their office 
• Moderately heavy physical activity involving the handling of average and heavy objects, regularly standing, crawling, bending or stooping. 
• Requires ability to lift up to 35 lbs. with frequency

Medical Benefits

• Health, dental, and vision insurance per full-time employee
• Rightway for personalized healthcare support
• Employer paid Life Insurance, long term disability insurance, and Accidental Death and Dismemberment Insurance per full-time employee
• Medical and Dependent Care Flexible Spending Accounts
• Family Medical Leave
• Employee Assistance Program
• Monthly Wellness Reimbursement 

Financial Benefits

• Quarterly bonus that is 10% of annual salary, divided by each quarter
• 14 paid holidays yearly 
• Company laptop
• Company iPad
• Company vehicle to be used for work purposes
• Company provided cell phone
• Well-retire 401(k) Financial Advisor
• Employer contributes 4.5% into each employee’s 401(k)
• Reimbursements for parking
• Education Assistance Program 
• Home Purchase Program
• Employee Referral Program
• 1 hour of paid sick leave per 30 hours worked
• 10 days of accumulated vacation in first year
   

Qualifications

Salary : $25 - $39