Overview
The primary responsibility of the Customer Service Technician will be to provide excellent customer service while conducting inspections, warranty repairs and installation of products.
Responsibilities
- Provide high level customer service while visiting home owner occupied properties to investigate issues with installed products
- High Energy and positive demeanor required.
- Be able to handle stressful situations.
- High organizational skills and time management a must to meet deadlines.
- Must be able to communicate clearly to all necessary parties.
- Must be comfortable with schedule changes on short notice.
- Document concerns regarding warranty repairs, product defect and/ or installation issues.
- Inspect issues to determine what material and labor are necessary to resolve the problem.
- Complete various repairs on cabinets: adjust doors and drawers, install crown molding, light rail and other trim material, cut and install interior and exterior skins.
- Perform surface repair and color touch ups, putty nail holes, repair trade abuse, use aerosol sprays and solvents.
- Completes repairs on wood, tile, vinyl, hardwood, laminate, carpet, etc.
- Must be open to cross train on repairs over other trades.
- Must be open to help other warranty technicians when schedule allows.
- Ensure appropriate materials are used to make repairs and quality standards are upheld.
- Responsible for making warranty repairs within a designated timeframe and meeting customer expectations.
- Document and photograph action items, submit all signed work orders in a timely manner.
- Must be able to Set up and operate required power equipment, e.g. Table saw, mitre saw, circular saw, Air compressor and brad nailers, vacuum, caulk, etc.
- Know, understand and comply with all SWPPP, OSHA and IIPP policies and procedures.
- All other job duties as assigned.
Qualifications
- High School diploma or general education degree (GED); or three years related experience and/or training; or equivalent combination of education and experience.
- Must have valid Driver’s License.
- Bilingual experience preferred but not required (English/Spanish).
- Ability to effectively present information and respond to questions from groups of manager, 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 insure adequate tracking systems are utilized to maintain and track all required information associated with the ordering and production process.
- Working knowledge of internet, inventory, project management, spreadsheet and word process software and order processing systems.