Customer Service Coordinator
4 weeks ago
Invision are currently representing a Leading Construction company who are seeking to recruit a Customer Service Coordinator to join a growing department, to oversee defect resolution of new build properties under the NHBC 2 year Warranty
Key Duties:
Client Communication and Support
- Serve as the primary point of contact for new homeowners, addressing their inquiries, concerns, and requests promptly and professionally.
- Provide detailed information about the home warranty process, including timelines, coverage, and procedures for submitting warranty claims.
Warranty Management
- Manage and track all warranty claims, ensuring timely resolution of issues in compliance with the warranty agreement.
- Coordinate and schedule repairs or service requests with contractors and vendors, ensuring all work meets company standards and customer expectations.
Documentation and Reporting
- Maintain accurate and up-to-date records of all customer interactions, service requests, and completed work in the company’s CRM system.
- Generate and distribute regular reports on customer service metrics, warranty claims, and service performance to management.
Quality Control
- Conduct follow-up inspections after repairs to ensure that work is completed to the satisfaction of the homeowner.
- Monitor and report on trends in service requests to identify potential areas for improvement in product quality or service delivery.
Customer Orientation and Education
- Assist in the preparation and delivery of homeowner orientation sessions, educating new homeowners about the features, maintenance, and care of their new home.
- Provide homeowners with detailed guides, manuals, and contact information for post-purchase support.
Coordination with Construction and Sales Teams
- Work closely with the construction and sales teams to ensure seamless communication and a smooth transition from the sales process to customer service.
- Update the sales and construction teams on any recurring issues or common service requests to improve future projects.
Issue Resolution
- Proactively address and resolve customer complaints, striving to turn negative experiences into positive ones by providing effective solutions and excellent customer service.
- Escalate complex or unresolved issues to the appropriate department or management when necessary.
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