Customer Service Representative

The Rep, Customer Service II reports to the Supervisor, Sales Operations Builder. The Rep, Customer Service II is an individual contributor role responsible for addressing customer needs by ensuring that tasks and order requirements are accurately detailed and completed on time. The Rep, Customer Service II will collaborate directly with the Builder, the MasterBrand field team and Subcontractors to resolve any customer issues that may occur.

This position in an onsite role at the location of Myrtle Beach, South Carolina.

YOUR ROLE:

• Answers calls and responds to all customer communication within two business hours of receipt.

• Creates service work orders in Salesforce for warranty appointments via phone, email, or web-based communications from customers/homeowners and schedules accordingly. Checks the warranty calendar for availability and makes entries accordingly.

• Tracks construction schedules through verbal, electronic, or hard copy communications with the superintendent. Collects schedules as required by the Builder on a regular basis to stay updated with changes and ensures alignment in Salesforce.

• Communicates scheduled completion dates with Customers for scheduled service appointments.

• Addresses and resolves incomplete services, warranty issues, quality inspections, and installer debriefs. Completes service work orders in Salesforce.

• Acts upon all internal Salesforce communication requiring additional service trips and processes accordingly.

• Ensures that parts are confirmed and appropriately staged for technicians.

• Diagnoses and prescribes solutions to resolve customer concerns.

• Works with the Field Service, Sales, Builder, and Sub-Contractors to ensure alignment and expectations are met.

• Enters customer orders and quotes using our designated systems.

• Develops in-depth knowledge of all MasterBrand strategic business units. Leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices to others. 

• Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment.

• Demonstrates teamwork by responsively collaborating with management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate. 

• Identifies self-development needs and seeks opportunities to work on areas that will further develop skills. 

• Participates in company efforts related to ethics and compliance activities.
   

CHARACTERISTICS AND ATTRIBUTES:

Make the team better 

• Celebrate success; give feedback to improve

• Get actively involved and share your perspective

Be bold

• Make big commitments to deliver big results

• Fail fast

Champion improvement

• Trust the tools to drive results

• Don’t wait for someone else to find a better way