Customer Service Coordinator - Flooring Warranty Repairs Scheduling

Responsibilities

·         Receive new customer service requests from builder and review to ascertain cause for request, type of malfunction, and customer address

·         Contact homeowner to schedule appointment and what work is 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 and warranty work

·         Coordinate with supervisor to ensure scheduling issues are addressed and manage schedules when appropriate

·         Order and/or coordinate with Order Processing Department the replacement of parts and supplies

·         Ensure customer complaints are resolved and follow up to ensure customer satisfaction with the final product

·         Communicate recurring customer service issues with Production, Sales, Design Center, and Warehouse staff to avert problems

• Oversee all interaction with clients to ensure all service requirements are met and no issues arise, making note of instances that may need improvement
• Interact with clients who are not satisfied, putting service and communication techniques into practice and resolving any conflicts professionally and answering inquiries respectfully
• Create reports for client satisfaction, making recommendations for areas that can be improved and presenting the information at a monthly meeting with the directors
• Work with sales employees, answering their questions, providing instruction and guidelines and demonstrating the best service techniques for them
• Relay information between management and sales representatives to best coordinate sales and service techniques and improve profits

·         All other jobs duties as assigned

Qualifications

·         High school diploma or general education degree (GED) AND one-year related experience and/or training

·         Bilingual experience preferred but not required (English/Spanish)

·         Ability to learn about of all available products used by the company as it relates to product installation

·         Read and interpret training materials, documents, safety rules, operating and maintenance instructions, and policy and procedure manuals

·         Ability to write routine reports and correspondence

·         Must be organized and have the ability to multitask

·         Utilize intermediate math skills to compute and determine square footage, yardage, linear feet, circumference, area, etc. 

·         Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form

·         Oversee claims and the claims process with vendors

·         Billing within service department-quotes prices, cost analysis and initiate billing

·         Communicate effectively with customers, co-workers, and supervisors in a professional and courteous manner

·         Identifying reoccurring issues in production that lead to service items and work with production team to mitigate those items

·         Work with all departments within the company to minimize issues arising in service