Service Specialist

About the role

The Service Specialist oversees home repairs requested by homeowners during the two-year home warranty period and manages customer interactions during the service visit.

Responsibilities

• Provides leadership to service technicians in alignment with company mission, vision, and values
• Delivers quality and value through daily management and completion of assigned service tickets
• Manages the team’s daily schedule and works proactively to solve homeowners’ concerns
• Identifies and assesses homeowners’ needs to achieve customer satisfaction
• Corresponds with homeowners via phone, email, and in person to efficiently navigate customer concerns
• Oversees equipment rental and large material deliveries required for assigned appointments
• Develops and maintains positive working relationships with homeowners, trade partners, and vendors
• Participates in the growth and development training of service professionals on their team
• Consistently maintains service ticket resolution targets
• Corresponds with city officials and serves as a company ambassador as needed
• Assists in planning service outreach opportunities
• Participates in the emergency and after-hours on-call process
• Adheres to safety standards and guidelines while on the job site

Requirements

• Construction experience preferred but not required
• Strong problem-solving and time management skills
• Ability to learn new software and utilize the company HB1 system
• Valid driver’s license and clean driving record
• Must be at least 21 years of age to drive a company vehicle

Work Environment

• Works outdoors in a non-temperature-controlled environment, with medium to high noise levels
• Frequently required to stand, walk, and sit in a vehicle
• Occasionally required to climb, lift, pull, and push objects up to 70 pounds