Customer Service Representative (CSR)

CAVCO - Rocky Mount; Rocky Mount (VA); On-site; USD 36,000 - 54,000; Full time

Job summary

CAVCO - Rocky Mount seeks a Customer Service Representative to help customers resolve home warranty issues and coordinate service with retailers in the Rocky Mount area. You will report to the Customer Service Manager and handle inquiries with a focus on timely resolution.

Key tasks include qualifying service needs, authorising technicians, following up on repairs, maintaining accurate records in our systems, and delivering excellent customer service with honesty and integrity.

Qualifications

• 1-3 years of experience in a customer service role.
• Experience in the housing industry preferred but not required.
• High School Diploma or equivalent is required.

Responsibilities

• Assist customers with home warranty issues and coordinate service for assigned territories.
• Authorize retailers, service technicians, and contractors to perform service work.
• Follow up on repairs to ensure timely and complete resolutions.
• Maintain accurate customer and retailer records in industry-specific software.
• Ensure correct system coding and up-to-date unit files.
• Respond to service inquiries promptly by phone or email.
• Perform other duties as assigned by Management or Leadership.
• Demonstrate honesty and integrity in all work.

Skills

Multi-tasking

Task prioritization

Planning & organization

Excellent listening

Strong communication

Teamwork & empathy

Attention to detail

Education

High School Diploma or equivalent

Tools

MS Word

MS Excel

Job description

740 State Street
Rocky Mount, VA 24151, USA

Description

ABOUT THE ROLE

The Customer Service Representative (CSR) is responsible for helping CAVCO customers resolve problems with their homes and retailers improve delivery and service.This role will report to the Customer Service Manager and is responsible for assisting customers with their warranty issues in their home and helping retailers to improve delivery service.

• Performs a variety of administrative tasks, as needed to resolve service problems for customers in assigned territory areas by identifying and qualifying the needed service, establishing the scope of the repair, and arranging the necessary resources to complete the repair in order to enhance consumer satisfaction.
• Authorizes retailers, service technicians, and contractors to perform service work on homes to ensure customer satisfaction.
• Follows-up on customer and retailer repairs to assure accurate and timely completion of service.
• Maintains accurate and timely customer and retailer records via industry-specific software to meet department objectives.
• Ensures accurate system coding to assure data integrity.
• Accurately maintain and update unit files, as necessary, to meet department requirements.
• Responds timely to incoming service inquiries (telephonic or electronic) to provide customer resolution and closure.
• Performs other duties as assigned by Management or Leadership.
• Demonstrate a good work ethic based on principles of honesty and integrity

Minimum Qualifications

• 1-3 years of experience in a customer service role
• Experience in the housing industry, preferred, but not required
• High School Diploma or equivalent

Knowledge, Skills and Abilities

• Ability to multi-task in a fast paced environment
• Ability to prioritize tasks and self-management
• Effective planning and organization skills
• Experience with MS Word, MS Excel, and computer knowledge
• Excellent listening skills and be able to offer solutions to unique situations
• Attention to detail and self-management
• Consistently provide excellence in Customer Service
• Strong communication skills, patience and phone skills
• Empathetic outlook and the ability to work on a team

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.