What are the responsibilities and job description for the Customer Service Representative (CSR) position at Palm Harbor Homes?
About The Role
The Customer Service Representative (CSR) is responsible for helping Fleetwood customers resolve problems with their homes and retailers improve delivery and service. This role will report to the Customer Service Manager and is responsible for assisting customers with their warranty issues in their home and helping retailers to improve delivery and service. Represents the company through telephone contact by answering calls, assisting customers with warranty issues and helping retailers to improve delivery service.
Essential Duties
The Customer Service Representative (CSR) is responsible for helping Fleetwood customers resolve problems with their homes and retailers improve delivery and service. This role will report to the Customer Service Manager and is responsible for assisting customers with their warranty issues in their home and helping retailers to improve delivery and service. Represents the company through telephone contact by answering calls, assisting customers with warranty issues and helping retailers to improve delivery service.
Essential Duties
- Performs a variety of administrative tasks, as needed to resolve service problems for customers in assigned territory areas by identifying and qualifying the needed service, establishing the scope of the repair, and arranging the necessary resources to complete the repair in order to enhance consumer satisfaction.
- Authorizes retailers, service technicians, and contractors to perform service work on homes to ensure customer satisfaction.
- Follows-up on customer and retailer repairs to assure accurate and timely completion of service.
- Maintains accurate and timely customer and retailer records via industry-specific software to meet department objectives.
- Ensures accurate system coding to assure data integrity.
- Accurately maintain and update unit files, as necessary, to meet department requirements.
- Responds timely to incoming service inquiries (telephonic or electronic) to provide customer resolution and closure.
- Performs other duties as assigned by Management or Leadership.
- Demonstrate a good work ethic based on principles of honesty and integrity
- 1-3 years of experience in a customer service role
- Experience in the housing industry, preferred, but not required
- High School Diploma or equivalent
- Ability to multi-task in a fast paced environment
- Ability to prioritize tasks and self-management
- Effective planning and organization skills
- Experience with MS Word, MS Excel, and computer knowledge
- Excellent listening skills and be able to offer solutions to unique situations
- Attention to detail and self-management
- Consistently provide excellence in Customer Service
- Strong communication skills, patience and phone skills
- Empathetic outlook and the ability to work on a team
