SHZM - Colorado Springs Division - Customer Success Technician

Our Customer Success Technicians ensure that we are providing our customers 100% satisfaction. Responsibilities include:

• Performs buyer orientation walk through. Will meet homeowner on scheduled appointment and walk through the entire home, inside and outside, and records any items that need to be corrected.
• Will prepare necessary paperwork associated with the outstanding items and arrange for subcontractor to make the corrections or will self-perform those corrections.
• Follows up on outstanding repairs pro-actively closing out all open items with the homeowners ensuring satisfactory completion.
• Conducts pre-orientation and quarterly evaluations.
• Meets with homeowners to sign off on buyer evaluation
• Drive all work orders through completion within 15 days to customer’s satisfaction
• Act as a liaison between Oakwood Homeowners and Trade Partners
• Responsible for inputting and scheduling all work through Field Point
• Responsible for physical verification of all homeowner concerns and determine if they are warrantable
• Responsible for physical verification of all completed work prior to vendor payment and case closure
• Responsible for inspection of all water intrusion claims
• Responsible for rotating on call services
• Resolve top defects with builders and regional managers within 30 days of monthly meetings
• Conduct Builder Walks and attend all Team Acceptance Walks
• Provide a Weekly Turn-In Form with all completed work orders for that week on-time
• Hold Trade Partners accountable for unacceptable work
• Be proficient enough with construction knowledge to be able to know which Trade Partners to contact for each homeowner concern

What you do each day:

• Provide excellent customer service to our homeowners.
• Build relationships daily with homeowners, trade partners, internal customers, and your team members.
• Perform and complete warranty work for Oakwood’s customers.
• Inspect all work for quality and completion, and have the homeowner sign off on your work order.
• Know and adhere to all standards set forth in Oakwood’s warranty guidelines.
• Meet with Oakwood customers, quarterly, to ensure satisfaction with their home for the first year.

You Have:

• Experience providing customer support in a busy environment
• Experience with basic handyman services/functions
• Must be detail oriented and be able to multi-task
• Proficiency in MS Office – Word, Excel, and Outlook
• Good verbal and written communication skills, including ability to communicate with internal and external customers.
• Ability to work under pressure and meet deadlines, while maintaining a positive attitude and providing exemplary customer service.
• Must be organized and able to always maintain a high volume of work.
• Must be team oriented, and have the ability to work within a team setting while maintaining independent assignments and workload
• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.
• Know and understand the Core Values: World Class Hospitality, Engaged Ownership, Be ”Ideal”istic “Team Player” , Every little Thing Counts “Integrity”
• High school diploma or GED required plus 2 years customer service experience preferred Experience in residential home building within Construction, and Warranty
• Clean MVR
• Position has a Rotating Emergency on call Schedule with some nights and weekend requirements must be open to a rotating emergency on call schedule to support divisions teams and customers base needs

You Might Also Have:

• Ability to perform the essential job functions consistently safely and successfully with the ADA, FMAL, and other federal, state and local standards, including meeting qualities and / or quantitative productivity standards
• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal state local standards maintain regular, punctual attendance consistent with the ADA, FMLA and other federal, state, and local standards.
• Must be able to lift and carry up to 50 pounds.
• Must be able to talk, listen and speak clearly.

Benefits & Perks

• Comprehensive benefits package includes Medical, Dental, Vision, FSA accounts, 401K, Life Insurance, Short Term Disability, Long Term Disability, and EAP
• Time Off benefits include Vacation, Sick, Holiday, Bereavement, Jury Duty, FMLA, refresh, floating holidays, and parental leave
• Flexible work from home options (depending on position)
• Home purchase discount
• Tuition Reimbursement
• Wellness program

All benefits are subject to qualification and hire dates.

Compensation

Base Salary: $47,476 - $58,000 USD Annual

FLSA Status: Exempt

Bonus Type: Performance Based