Customer Service Representative

Palm Harbor Homes; Seguin (TX); On-site; USD 40,000 - 55,000; Full time

Job summary

Palm Harbor Homes in Seguin, TX is seeking a Service Department Customer Service Admin to support the Service Manager. This role handles homeowner and retailer communications, tracks work orders, and coordinates parts and technicians.

You will write service work orders, verify contact details, and ensure timely updates. A high school diploma and 1–3 years in customer service are preferred; bilingual is a plus.

Qualifications

• Requires a high school diploma or its equivalent.
• 1–3 years of related customer service experience preferred.
• Bilingual is preferred.

Responsibilities

• Call or take phone calls from homeowners and retailers.
• Evaluate cosmetic repairs from the supplied list.
• Verify home owner information, phone numbers, email address, and home location.
• Advise homeowners about work order progress; follow scripted cosmetic visit and warranty notes.
• Assign technicians to homeowners within geographic locations.
• Write work orders for service technicians/contractors and attach necessary parts/schematics.
• Coordinate parts delivery to technicians (FedEx, carriers).
• Finalize work orders and close records in the Deacom system.
• Prioritize and coordinate work orders with the Service Manager and team.
• Review completed work orders for accuracy and quality.

Skills

Customer service

Phone support

Documentation

Education

High school diploma or equivalent

Tools

Deacom ERP

Job description

Job Description

Service Department Customer Service Admin

Reports to Service Manager

Job Description

Service Department Customer Service Admin

Reports to Service Manager

Key relationships: Service Manager, Service Technicians, Independent Contractors, Production Manager and Quality Assurance Team, Home Owners, Retail Sales Centers, Service Team, Sales Department, and Parts Manager, Parts Assistant, Purchasing

Primary Responsibilities

• Call/Take phone calls from homeowners and retailers in their respective areas
• Contacts home owner and evaluates cosmetic repairs needed from list they supplied
• Verify correct home owner information, phone numbers, email address, home location physical address
• Contact every home owner to advise that their work order is in progress. Read thru the scripted one time cosmetic visit and remaining limited one year plumbing and electrical warranty
• Contact retailers regarding and lot or display model re-work
• Assign technician to home owner within their geographic location
• Writes Work Orders for Service Technicians/Contractors
• Writes up parts needed
• Attaches Decor Page for home and any schematics needed to complete repairs at job site
• Arranges best way to get parts to technician; FedEx, Fleetwood truck, SAIA, South Eastern or Cavco Parts truck, etc.
• Finalize work orders, and determinations for state – close out in system (Deacom).
• Coordinate and prioritize work orders with Service Manager, and service team through weekly meetings.
• Review completed work orders for any flaws, or inadequacies on technician’s part.

Minimum Qualifications

• Requires a high school diploma or its equivalent.
• Working as a Customer Service typically requires 1-3 years of related experience.
• May be entry level if some experience in the skill.
• Bilingual is Preferred

AR/AP experience a plus