Customer Service Representative

Talentify; Lancaster (TX); On-site; USD 38,000 - 52,000; Full time

Job summary

Cavco Industries in Lancaster, TX is seeking a Customer Service Representative to address product and warranty questions, take orders, and resolve issues with timely follow-up.

You will document interactions, coordinate with other departments, and ensure accurate billing and service changes while maintaining customer satisfaction.

Qualifications

• High school diploma and 2–4 years of relevant, related experience.
• Some college preferred.
• Experience with customer interactions by phone or in person is a plus.

Responsibilities

• Confer with customers by phone or in person to provide information and take or enter orders.
• Check that changes were made to resolve customers' problems.
• Keep records of customer interactions and actions taken.
• Resolve complaints about service or billing.
• Process forms and update records using computers.
• Refer unresolved grievances to designated departments.
• Determine charges, collect payments, or arrange billing.
• Notify customers of investigation results or planned adjustments.
• Coordinate service needs with other departments.
• Receive orders and explain product usage when needed.

Skills

Customer service

Communication

Problem solving

Education

High school diploma

Some college

Job description

ABOUT THE ROLE

The production service team ensures customer issues are addressed to the customer’s satisfaction in a timely manner in accordance with Cavco warranties and commitments. Ensuring ongoing customer loyalty and brand support is a key driver of production service team success.

Customer service representatives take customer calls and work to resolve customer issues and concerns with Cavco’s warranties and commitments. He/she assists customers with understanding their product purchase. Senior specialists have a mastery of skills and knowledge regarding service operations and customer support. This role works independently executing specific and at times complex process steps under continuous quality review and coaching as needed.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.
• Check to ensure that appropriate changes were made to resolve customers' problems.
• Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
• Resolve customers' service or billing complaints.
• Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.
• Refer unresolved customer grievances to designated departments for further investigation.
• Determine charges for services requested, collect deposits or payments, or arrange for billing.
• Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
• Refers complaints of product or service failure to appropriate departments for investigation.
• Coordinates customers' service needs with other departments as required to ensure customer service.
• May receive orders, resolve complaints about billing, and explain how to use product or service.

MINIMUM QUALIFICATIONS

• High school diploma and 2 - 4 years of relevant, related experience
• Some college preferred

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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