Essential Duties and Responsibilities:
- Processes work orders to assist Field Service Technicians, communicates information or updates as needed
- Responds to customer calls and emails regarding service questions
- Interprets and administers Destiny Homes Warranty/Service Policy according to its terms and conditions
- Represents Destiny Homes professionally and effectively
- Utilizes equipment and personnel efficiently and effectively
- Implements a priority identification system for work orders that require special handling
- Prioritizes and schedules service, minimizing consumer complaints and managing service backlog
- Creates and schedules service and parts requests for factory, contractors and dealers
- Reviews, verifies and approves contractor and dealer service invoices prior to payment
- Utilizes vendor claim process to ensure that defective parts are returned for credit
- Maintains accurate service records and files
- Communicates shortages, product quality or design problems, material problems, dealer problems, etc. to the Service Manager
- Assists associates with parts as needed
Minimum Qualifications:
- Must be at least 18 years of age
- Must be legally authorized to work in the United States
- Must be able to read, write and speak English/Bilingul is a plus
- High School Diploma is preferred
- Must successfully pass pre-employment requirements
- At least one year of demonstrable experience in a Customer Service role is preferred
- Demonstrable experience effectively communicating with others, both verbal and written, is required
- Working knowledge of Microsoft Office applications is required
Knowledge, Skills and Abilities:
- Exceptional customer service skills
- Effective planning, organization and time-management skills
- Ability to make effective decisions concerning the need for home repairs, with a focus on customer and company interests
- Ability to effectively read and interpret construction prints
- Ability to adapt to, and manage competing demands, frequent change and unexpected events
- Ability to identify and resolve problems effectively and efficiently
Working Conditions:
- Minimal exposure to heat, cold, noise and working outdoors
- Must wear personal protective equipment as required in the manufacturing facility
Physical Requirements:
- Requires sitting to a significant degree
- Heavy Work-Exerting up to 25 pounds of force periodically, and/or up to 25 pounds or force infrequently, and/or up to 10 pounds of force frequently to move objects
- While performing the duties of this job, the employee is regularly required to talk and hear, in order to communicate to employees as well as function safely around construction equipment
