Customer Service Representative (Residential Construction) - #1896874

Shea Homes


Date: 23/10/2021
City: Peoria, AZ
Contract type: Full time
Shea Homes

Location: West Valley

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 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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