The Customer Care Specialist Builder (CCSB) is responsible for developing internal and external relationships with our builder customers by handling the day-to-day builder specific service requests and escalations to completion. The CCSB also provides support to the overall customer care team as required and reports directly to the Customer Care Manager.
Overall Responsibilities
• Take ownership and accountability of builder customer requests and work proactively with various departments and suppliers to resolve issues in a timely manner
• Handle inbound calls and voicemails for builder customers
• Manage builder escalations with the highest level of customer service
• Manage reports of property and/or appliance issues after delivery and direct to the appropriate manager for resolution and closure
• Keep customers and all relevant parties informed of issue resolution progress
• Obtain quotes, PO's or permission to proceed to order non-warranty parts and service
• Continuously seek improvements in the processes, procedures and products
• Ad-hoc duties and reporting as assigned