Customer Service Tech

About the role

D.R. Horton, Inc., the largest homebuilder in the U.S., is seeking a Customer Service Technician to maintain an elevated level of customer satisfaction among homeowners. This role involves facilitating all customer warranty requests by making repairs or scheduling subcontractors, and proactively resolving customer issues after home closings.

Responsibilities

• Evaluates homeowner repair issues to determine if they are warrantable items.
• Processes written or electronic work orders and/or verbal instructions from supervisor for homeowner repairs.
• Performs necessary repairs to homes such as carpentry work, drywall, texture repair, and painting.
• Schedules and manages subcontractors to make designated warranty repairs.
• Ensures all repairs are completed within compliance standards.
• Certifies warranty work is completed within contractor obligations.
• Develops and maintains good rapport with subcontractors and homeowners.
• Follows up with homeowners to ensure concerns are addressed in a timely and professional manner.
• Processes charge-back documentation and invoices.
• Conducts all business in a professional and ethical manner to serve customers and increase company goodwill and profit.
• Ability to work overtime and travel overnight as needed.

Requirements

• High school diploma or general education degree (GED).
• Three or more years of related experience, including carpentry work, drywall, texture repair, and painting.
• Must have a vehicle capable of carrying supplies, a valid driver’s license, and be willing to drive among designated communities during daytime and nighttime.
• Excel in effective and positive communications.
• Work effectively in high-pressure situations.
• Ability to work independently and be productive without supervision.
• Provide a systematic approach in carrying out assignments.
• Ability to utilize DRH Warranty applications on a smartphone, tablet, or laptop.
• Proficiency with MS Office and email.
• Ability to lift and/or move up to 50 pounds.

Preferred Qualifications

• Prior customer service experience.
• Experience with minor electrical, plumbing, and HVAC repair work.

Benefits

• Medical, Dental, and Vision coverage.
• 401(K) retirement plan.
• Employee Stock Purchase Plan.
• Flexible Spending Accounts.
• Life and Disability Insurance.
• Vacation, Sick, Personal Time, and Company Holidays.
• Multiple Voluntary and Company-provided Benefits.