Customer Service Representative

About The Role

The Customer Service Representative supports field warranty operations by serving as a primary point of contact for homeowners, Project Managers, Vice Presidents of Construction, Vendors, Trades, and other internal and external stakeholders. This role ensures complete homeowner satisfaction by guiding customers through the warranty process, explaining home maintenance, answering questions and providing requested information related to their Perry Home purchase, and other customer service related responsibilities. The representative uses trackers, spreadsheets, reports, and company databases to verify information, resolve issues, and deliver a positive customer experience. This role requires a balance of strong administrative tracking and the ability to work quickly and efficiently under short deadlines.

What You'll Do

• Communicate professionally and tactfully with dissatisfied or frustrated customers, working to de-escalate concerns and guide issues toward resolution
• Responding by phone or email to handle inquiries, problem solving, and ensuring satisfaction for both internal and external customers
• Assist homeowners and construction personnel in resolving warranty service related issues
• Review and resolve invoice discrepancies in coordination with Construction
• Provide prompt responses and timely status updates to homeowners, field personnel, and internal stakeholders
• Serve as the liaison between the homeowner and construction on the administrative side of the warranty process
• Purchase order and invoice reconciliation for payment
• Maintaining product knowledge by keeping up to date with our product, services, and systems to provide accurate and timely information

Requirements

What We're Looking For

• High School Diploma or equivalent required; college degree preferred.
• Requires at least 3 years of relevant customer service experience, preferably in the building industry.
• Demonstrated computer skills including a working knowledge of MS Office products, including Outlook, Excel, Work, and PowerPoint.

Benefits

Why You Will Love Working Here

• Competitive compensation and benefits package:

• Medical, dental, vision coverage

• Financial Planning

• Family & Lifestyle

• Opportunities for growth and development