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Customer Service Representative (Residential Construction)

The function of this position is to manage, direct, and accept accountability for all customer service activities and reporting functions associated with the Customer Service Department. The Customer Service Representative provides leadership in and manages the coordination of all activities within the customer service process, thus optimizing the effectiveness of TradePartner, ensuring compliance with SheaHomes customer satisfaction and quality assurance standards, and maintaining a safe work environment.
Knowledge/Experience
High school diploma or equivalent required; BA/BS degree preferred
Advanced computer skills in MS Office and Shea operating systems
Proficient business writing skills
Demonstrates execution of check request & insurance claim processes
Understands, adheres to and mentors others in regards to Shea Homes policies and procedures
Proven problem solving capabilities
Demonstrates Shea Vision, Purpose and Values
Working knowledge and understanding of Shea Homes warranty program and manufacturer warranties
Demonstrates effective leadership skills
Knowledge of construction process
Demonstrates Shea Vision, Purpose and Values
Demonstrates Shea Trilogy Ten
Working knowledge and understanding of Shea Homes warranty program and manufacturer warranties
Specific Responsibilities Key Result Area #1 ? Customer Satisfaction
Establish and maintain regular and proactive communication with internal customer and homeowners
Manages and resolves customer issues within company goals and communicates progress on completion
Review surveys and associated reporting tools to understand trends and adjust accordingly
Service Specialist
Educate homeowner on the care and maintenance of their home
Key Result Area #2 - Scheduling
Meets response time goals
Timely and accurate paperwork
Ensure execution of daily schedule
Service Specialist
Hold TradePartner? and suppliers accountable to schedule system and confirm schedule on a daily basis
Ensure home is next trade ready
Orientation Specialist
Confirmation of QPR #8 (Teamwalk) is performed by the Orientation Representative (OR). Reschedule of QPR8s will occur when a Production Manager notifies the OR. Internal Acceptance date is confirmed by Production Manager.
Key Result Area #3 - Quality Assurance
Complete milestone Quality Performance Reviews and/or targeted reviews, document corrective actions, and follow-up to ensure completion of corrective items
Educate the homeowner on feature / function / benefit of products in their home
Service Specialist
Perform 1-5-11-15 month visits and Rapid Response
Orientation Specialist
Verify options selection
Perform Targeted Reviews
Perform QPR's 3 & 8, PDO's, Internal Acceptance, Customer Walk Thru
Key Result Area #4 - Safety and Site Management
Understand and champion the Shea Homes safety program
Ensure each home site is left clean
Participate in monthly safety training program
Key Result Area #5 - TradePartner Management
Ensure complete knowledge of scope of work
Complete purchase order request on same day
Review and approve invoices daily
Develop and maintain positive relationships with TradePartner
Follow up with TradePartner for next day appointments (TradePartner Appointment Sheet)
Key Result Area #6 - Cost Management
Demonstrates utilization of customer service software for generating work orders and follow up cost tracking
Have knowledge of risk management elements to avoid litigation.
Qualities for Position:
Unsolicited participation
Effectively handles and mediates difficult situations
Effectively manages internal and external customer needs
Able to multi-task
Regularly provides solutions in difficult situations
Demonstrates ability to share "best practices"
Utilizes reports and measurements
Proficient written and verbal communication skills
Ability to facilitate meetings and process improvement
Demonstrates ability to complete thorough insurance claims
Proficient knowledge of water intrusion protocol
Shea Homes Active Lifestyle Communities is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.
EOE/M/F/D/V

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