Job Description

We are seeking a Customer Service Representative (CSR) to provide exceptional support to both internal teams and external customers. This role is focused on post-installation service support and requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment. CSRs work closely with field service technicians and warehouse teams to ensure timely, accurate resolution of service needs.

As a frontline representative of the company, you will play a key role in delivering a positive customer experience while embodying our core values of accountability, collaboration, solution-driven thinking, relationship-building, and creating value 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.
• Analyze internal reports daily to prevent service ticket aging, delayed revenue recognition, and data entry errors.
• Monitor external customer reports and websites to acknowledge service requests and to provide updates on outstanding service requests.
• Coordinate material and parts ordering within specified guidelines by Supervisor.
• 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.
• Support team success by completing all assigned tasks and providing assistance to team members as needed.
• Support warehouse operations by coordinating parts receiving, tracking returned or rescheduled materials, maintaining accurate documentation, and escalating any discrepancies in accordance with established procedures.
• Perform additional duties and special projects as assigned to support departmental and organizational objectives.

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
• Established office hours apply, with occasional flexibility required for evenings as needed