Customer Service Representative

Warranty Coordinator

The main responsibility of this position is to aid customers requesting foundation warranty inspections, reinstatement, transfers, evaluations, and schedule repair work while providing them with a positive, memorable experience.

This is routinely accomplished by answering inbound calls, however there are other means of customer contact will include responding to emails, calling back on commitments made to the customer, following up on voice messages, Live Chat, and responding to "warranty request" messages from our website/cognito forms.

Answering all inbound calls for Perma Pier and BlackTie Plumbing

This position is for all conflict resolution of warranty.

Responsible to accurately complete and examine of paper and online forms that are required to schedule an Evaluator in CRM system.

Review the customer's location including but not limited to contracts, engineering reports, plumbing tests etc.

Coordinate with Drafters on consolidating historical data and requesting clean maps.

Complete all warranty transfers by reviewing all paperwork including plumbing test and contracts. These are to be completed within one business day.

Customer Service score of 90% or higher after 90 days.

Keep the percentage of missed inbound calls below 1%.

Rescheduling appointments as necessary due to weather, illness, etc.

Outbound calls will be made to customers to ascertain their perception of contact with our company, to rearrange appointments, and to confirm their appointments for the current and/or next day.

Communicating with all segments to accurately complete scheduled projects and notify of any delays.

Use TEAMS/Slack for all internal communications and answer all requests asap.

Ensure all sold repairs are scheduled and completed in their entirety: from preparation (engineer reports, plumbing tests, Texas 811, permits, payments, scheduling) within 24 hours of being sold and customer communication ending with follow up after repair completion.

Hours are Monday-Friday 8:00 AM-5:00PM, Saturday 10:00 AM-2:00 PM or as needed.

Overtime must be approved by a manager of construct capital.

This description only includes the general content for this job and does not restrict the company from assigning or reassigning duties or responsibilities at any time.