Job Description

Essential Duties and Responsibilities:

• Processes work orders to assist Field Service Technicians, communicates information or updates as needed
• Responds to customer calls and emails regarding service questions
• Interprets and administers Destiny Homes Warranty/Service Policy according to its terms and conditions
• Represents Destiny Homes professionally and effectively
• Utilizes equipment and personnel efficiently and effectively
• Implements a priority identification system for work orders that require special handling
• Prioritizes and schedules service, minimizing consumer complaints and managing service backlog
• Creates and schedules service and parts requests for factory, contractors and dealers
• Reviews, verifies and approves contractor and dealer service invoices prior to payment
• Utilizes vendor claim process to ensure that defective parts are returned for credit
• Maintains accurate service records and files
• Communicates shortages, product quality or design problems, material problems, dealer problems, etc. to the Service Manager
• Assists associates with parts as needed

Minimum Qualifications:

• Must be at least 18 years of age
• Must be legally authorized to work in the United States
• Must be able to read, write and speak English/Bilingul is a plus
• High School Diploma is preferred
• Must successfully pass pre-employment requirements
• At least one year of demonstrable experience in a Customer Service role is preferred
• Demonstrable experience effectively communicating with others, both verbal and written, is required
• Working knowledge of Microsoft Office applications is required

Knowledge, Skills and Abilities:

• Exceptional customer service skills
• Effective planning, organization and time-management skills
• Ability to make effective decisions concerning the need for home repairs, with a focus on customer and company interests
• Ability to effectively read and interpret construction prints
• Ability to adapt to, and manage competing demands, frequent change and unexpected events
• Ability to identify and resolve problems effectively and efficiently

Working Conditions:

• Minimal exposure to heat, cold, noise and working outdoors
• Must wear personal protective equipment as required in the manufacturing facility

Physical Requirements

• Requires sitting to a significant degree
• Heavy Work-Exerting up to 25 pounds of force periodically, and/or up to 25 pounds or force infrequently, and/or up to 10 pounds of force frequently to move objects
• While performing the duties of this job, the employee is regularly required to talk and hear, in order to communicate to employees as well as function safely around construction equipment