Homeowner Support Rep 1

About the role

The Homeowner Support Representative acts as the mediator between the customer and the manufacturer. The mission of Homeowner Support (HOS) is to meet the needs and concerns of customers by being empathetic, calming, resourceful, and displaying outstanding customer service.

Responsibilities

• Provide excellent customer service via phones, email, and online chat (homeowners, distributors, dealers).
• Respond promptly to correspondence via phone, mail, and email.
• Assist with complaints via social media, executives, and BBB.
• Assist in coordinating with distributor technical representatives performing site visits.
• Coordinate and distribute mail.
• Perform data entry, review, process, file, and maintain documents.
• Perform special projects as assigned.
• Consult with internal technical support when necessary.
• Identify and suggest process improvement opportunities.
• Prioritize Insurance, Attorney General, BBB, and Legal cases by communicating with appropriate departments and management.
• Escalate matters of concern or urgency to immediate team lead or manager.
• Support cross-functional teams as needed, such as the Warranty department.
• Assist in the training of new employees.
• Perform other duties as assigned.

Requirements

• 2-3 years of experience in an office environment and customer service.
• High School Diploma or GED.
• Must be legally authorized for employment in the United States without employer-sponsored work authorization now or in the future.

Skills

• Excellent customer service skills; interpersonal skills with the ability to diffuse negative situations.
• Strong communication and collaboration with team members and customers—ability to communicate ideas to instruct, inform, persuade, or motivate co-workers.
• Proficiency in MS Office (Outlook, Word, Excel, Access, PowerPoint) with skills in word processing, data management, and presentations.
• High level of attention to detail and accuracy.
• Critical thinking and problem-solving—inductive and deductive reasoning, analysis, and interpretation to generate possible solutions.
• Effective organizational and time management skills.
• Ability to interpret and follow work instructions and company policies and procedures.
• Ability to apply good judgment, strong work ethics, and integrity on the job.

Physical Requirements / Working Environment

Must be able to perform essential responsibilities with or without reasonable accommodations.