The Rep, Builder Field Customer Service owns the end-to-end customer service lifecycle for service and warranty orders, serving as the primary point of contact to diagnose issues, prescribe corrective actions, and drive timely resolutions. This role ensures seamless alignment between customers and homeowners, MasterBrand field teams, Installers, and Service Technicians, orchestrating schedules, parts staging, and follow-up to deliver exceptional outcomes. Success is measured by outstanding customer satisfaction, rapid response times to builders, high data accuracy in the ordering platform and Salesforce, on-time appointment completion, and a sustained reduction in repeat service visits.
Key responsibilities
- First-response and communication
- Respond to all customer inquiries (phone, email, web) within 8 business hours and log communication in Salesforce.
- Provide clear, concise status updates including scopes of work and schedule service dates to customers and internal stakeholders until issue resolution.
- Service order creation and scheduling
- Create and maintain service work orders and warranty appointments in Salesforce with full, accurate documentation including scopes of work and required parts.
- Check warranty calendar availability, schedule appointments, confirm technician assignments, and update calendar entries and work orders to reflect changes.
- Construction schedule tracking and alignment
- Proactively collect and track construction schedules from superintendents via phone, email, or website; update Salesforce to reflect real-time schedule changes.
- Coordinate appointment windows to minimize disruptions and avoid rework or missed visits.
- Work order completion and quality control
- Close out service work orders in Salesforce after verifying completion, parts used, labor time, and customer sign-off.
- Track and resolve incomplete services, warranty claims, quality inspection items, and installer debriefs to ensure first-time fix rate improvement.
- Issue diagnosis and resolution
- Triage customer concerns, diagnose root causes using product knowledge and technician feedback, recommend corrective actions, and schedule follow-up service when required.
- Escalate complex or recurring issues to Supervisor or Builder with recommended mitigation steps.
- Parts and resources coordination
- Confirm parts availability, stage parts for technicians, and coordinate with Team to avoid delays.
- Monitor parts usage trends and report shortages/Damages/Incorrect parts/Backorders to management
- Cross-functional collaboration
- Serve as the primary liaison between Field Service Representative, Sales, Builder, and Subcontractors to set expectations and share critical updates.
- Participate in daily alignment meetings to track performance trends while working on resolutions/countermeasures.
Success metrics and targets
- Customer response expectation: 100% of inbound customer contacts responded to within 8 business hours.
- First-time fix rate: Increase first-time service resolution.
- Data accuracy: Maintain >99% accuracy on Salesforce/BCS work orders and schedule entries.
- Repeat visits reduction: Reduce repeat service trips.