Job Description

Primera is a multi-award winning home interiors company with operations in Arizona, Colorado, Nevada, California and New Mexico. We offer a wide range of branded cabinetry, countertops, flooring, wall tile, and window coverings together with comprehensive design and installation services. We are committed to providing high quality service to new homebuilders, home centers, independent designers, and commercial developers.

The Customer Service Representative (CSR) is responsible for delivering exceptional support and service to both internal and external customers. This role requires extensive product knowledge, attention to detail, and communication skills. CSRs are primarily responsible for post-installation services which require frequent collaboration with Primera field and warehouse personnel. As a frontline representative of the company, the CSR is expected to embody Primera’s core values of Create Shareholder Value, Personal Accountability, Brand Ambassador, Solutions Driven, and Relationship Centered in every interaction.

Key Responsibilities

• Communicate daily with Primera Service Technicians and Field Service Representatives (FSRs) to resolve service-related challenges collaboratively.
• Maintain accurate and detailed service documentation via Job Runner (JR), One Drive, and the shared drive.
• Analyze internal reports, (e.g., Customer Service Backlog, NC Materials Spreadsheet, etc.) daily to prevent ticket aging, delayed revenue recognition, and data entry errors.
• Monitor external customer reports and websites, (e.g., Hyphen, Vendor Suite, Taylor Morrison Spreadsheet, etc.), to acknowledge service requests within 48 hours of submission and to provide updates on outstanding service requests.
• Coordinate material and parts ordering within specified guidelines by Division Manager.
• Invoice builders accurately and promptly by utilizing provided resources within 48 hours of request.
• Manage the complete life cycle of service tickets, from creation through closure to avoid aging.
• Respond to all email inquiries within 24 hours to maintain a high level of customer satisfaction
• Support team success by completing all assigned tasks and providing assistance to team members as needed.
• Other duties as assigned

Qualifications

• High school diploma or equivalent required
• Strong interpersonal and communication skills required
• Exceptional organizational skills with strong attention to detail and accuracy required
• Ability to maintain high standards of confidentiality required
• Prior customer service experience strongly preferred
• Proficiency with Microsoft Office Suite (Outlook, Teams, One Drive, Word, Excel) strongly preferred
• Industry experience in homebuilding, construction, or similar fields strongly preferred

Work Environment

• This position is based in a fast-paced corporate office setting that may include frequent interruptions and time sensitive deadlines to meet
• Standard office hours apply, with occasional flexibility required for evenings and weekends as needed

Physical Requirements

Tasks involve the ability to exert light physical effort in sedentary to light work, but which may involve some lifting, carrying, pushing, or pulling of objects and materials of light -weight (5-10 pounds). Tasks typically involve extended periods of time at a keyboard or workstation. Work is performed in usual office conditions with rare exposure to disagreeable environmental factors.