Customer Care Technician

Duties / Responsibilities

• Provide reliable and trustworthy service and customer support during customer home visits.
• Effectively schedule and manage all on-site inspections, repairs, maintenance, and testing tasks.
• Diagnose error or technical problems and determine proper solutions.
• Ability to read blueprints or technical diagrams as provided by the engineering team.
• Experience with all hand tools, power tools and diagnostic tools.
• Ensure that all work orders, request for service, and parts forms are properly detailed with required information.
• Provide polite, ethical, and knowledgeable communication to all customers (homeowners, retail team members, facility team members, and the home office support team).
• Cooperate with customer care support staff and share information with the production team to improve the quality of our homes.
• Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.
• Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
• Build positive relationships with all customers.
• Adhere to and support all Clayton Homes Building Group policies and procedures.
• Operate vehicle in a safe manner and use field automation systems.
• Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 3280 and our DAPIA.
• Follow all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.
• Able to work flexible shifts and to adapt to changing work schedules.
• Able to be away from home for several days at a time.

Qualifications

• Minimum of five years of experience in the manufactured home building industry or similar, preferred.
• Computer literate a plus.
• Successfully learn the programs necessary to complete all job responsibilities.
• Proven phone and interpersonal skills.
• Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and the home office.
• Proven ability to diagnose problems and determine the proper solution as designed by the DAPIA.
• Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.