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Job Title Customer Service / Warranty Representative
Location Aurora, CO
Department Customer Service
FLSA Status Non-Exempt
Shifts hiring Full-time


Overview

The primary responsibility of the Customer Service Warranty Representative is to assist with customer service operations to include completion of warranty work, claims, and returns, to ensure builder and home-owner satisfaction.  The hours for this position are Monday- Friday, 7 am to 4 pm.   

 

Responsibilities

  • Receive new customer service requests from builder(s) and review to determine type of repair or malfunction and/or inspect and diagnose product and installation issues
  • Contact with builder(s) and homeowner(s) to schedule appointment and determine work to be performed, verify materials are available, and confirm an estimated time for repairs to be completed
  • Prepare schedules for service personnel, assigns personnel to routes or to specific repair(s) and warranty work
  • Ensure customer complaints are resolved and followed up on to ensure customer satisfaction with the final product
  • Calm disposition to be to remain calm and diffuse difficult situations
  • Reliable and self-starter
  • Ability to act confidentially in difficult situations
  • Perform at high level in a fast paced environment
  • Strong time management and organizational skills
  • Work with all departments within the company to minimize issues arising in service
  • Billing within service department, quote prices, cost analysis, initiate billing
  • Identifying reoccurring issues in production that lead to service items and work with production team to mitigate those items
  • All other jobs duties as assigned

 

 

Qualifications

  • High school diploma or general education degree (GED) with three to five years related experience and/or training; or equivalent combination of education and experience
  • Bilingual experience preferred but not required (English/Spanish)
  • Read and interpret training materials, documents, safety rules, operating and maintenance instructions
  • Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
  • Interpersonal skills to develop and maintain professional working relationships with builders, vendors, subordinates and co-workers
  • Excellent written and verbal communication skills
  • Ability to proactively identify, analyze, address and resolve problem areas, conflicts and issues; strong decision making skills
  • Organizational skills to ensure adequate tracking systems are utilized to maintain and track all required information associated with the ordering and production process
  • Utilize intermediate math skills to compute and determine square footage, yardage, linear feet, circumference, area, etc.

 

We are an EEO Employer and we do not discriminate on the basis of race, religion, national origin, sex, sexual orientation, gender identity, age, physical or mental disability, marital status or veteran status.

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