Customer Service Rep (8406)

Customer Service Rep (8406)

Viera Builders, a wholly-owned subsidiary of A. Duda & Sons, Inc., is currently seeking to fill a full-time position as a Customer Service Representative for our warranty department. A successful member of our team will be a self-starter who is able to work independently as well as closely with homeowners, subcontractors and our construction, purchasing and sales teams. In addition, works efficiently with customers on warranty related issues by validating, evaluating and solving warranty concerns within 14 calendar days. On occasion, position requires doing in home evaluations. Viera Builders delivers a quality product and strives to provide customer satisfaction. We deliver world class service to every one of our homeowners. 

Responsibilities:

• Provide a superior level of customer service during each interaction with our homeowners. Educating homeowners on warranty issues and procedures as they pertain to their home. Requires hands on experience and knowledge of residential construction.
• Ensure that subcontractors are managed and continually evaluated on quality, safety, and scheduling by inspecting warranty work.
• Receive homeowner calls, texts and e-mails for warranty service. Gather warranty service request information. Keep detailed log of all warranty service requests. File daily summaries.
• Schedule warranty service work with homeowners, field personnel, and trade contractors. After repairs are complete, conduct inspections, utilizing working knowledge of residential home construction best practices, to verify the repairs meet the company’s quality standards and the homeowner is satisfied.
• Assist Customer Service Manager in resolving all claims and disputes about warranty issues within ten working days (14 calendar).
• Be part of a team environment to ensure that effective communication, coordination of activities, and effective problem solving can occur.
• Actively participating in weekly meetings to assure monthly goals are met.
• Meet with homeowners during final walk to explain the warranty process and go over contact/emergency contact information, warranty exclusions, 30-day paint T/U, water shut off, additional tile agreement, thermostat verification, alarm activation, irrigation timer, etc.
• Resolve warranty issues through written, verbal and electronic communication
• Answer phone calls, text, emails, and fax request daily.

Required Skills:

• High School diploma or equivalent 
• Must have 2 years minimum hands-on construction experience working in new construction, remodeling or other trade.
• Ability to analyze problems, determine solutions, and produce desired results.
• Be patient and capable of working under pressure with ability to effectively defuse situations.
• Have the ability to represent the company in a professional manner in keeping with the Duda values. Strong customer service skills.
• Have strong computer skills to include Microsoft Office Suite and electronic document signature
• Manage multiple tasks efficiently with strong time management skills

Ability to: move up to 25 pounds. During inspections you may be required to look underneath, around and inside of things such as windowsills, countertops, cabinets, closets, garages, etc. Enter attic spaces of occupied homes via ladder. Walking on trusses while operating a flashlight looking for signs of water intrusion. Set up and use ladders, hoses, levels and minimal hand tools such as screwdriver & tape measure. This will require bending, stooping, squatting, reaching and balancing.

If you possess these qualifications and are ready to take the next step in your career with an organization that takes pride in its employees and the work that we do in the community, please apply in confidence by sending a cover letter and resume including salary requirements. We offer opportunities for career growth and a competitive compensation and benefits package. No agencies please.

Duda is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.