Customer Care Liaison, Utah Division

Essential Duties and Responsibilities: 

The primary focus of this position is to provide excellent customer service to Oakwood buyers. 

• Drive all service requests through completion within 15 days to customer’s satisfaction 
• Act as a liaison between Oakwood Homeowners and Vendors
• Responsible for inputting and scheduling all work through KOVA
• 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 negotiating, drive for “win/win” practical solution
• Resolve top defects with builders and regional managers within 30 days of monthly meetings
• Conduct Builder Walks and attend all Team Acceptance Walks
• Conduct Follow-Up calls on all closing surveys the day after close and document on Survey Tracker
• Provide a Weekly Turn-In Form with all completed Service Requests for that week on-time
• Be able to track all spending and be accountable for every dollar spent
• Hold Vendors accountable for unacceptable work 
• Be proficient enough with construction knowledge to be able to know which Vendor to contact for each homeowner concern
• Responsible for self-performing some of the warranty services
• NOTE: this position will be fully transitioning to a Field Technician role once Shazam Home Services takes over, at such a point the role will be fully self-performing all of the work

Education and/or Work Experience Requirements: 

• Experience providing customer support in a busy environment
• Experience in the home building market a plus
• 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 maintain a high volume of work at all times.
• 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 5 Core Values of Oakwood; Passion, Integrity, Adaptability, People First Attitude, Customer Focus.
• High school diploma or GED required plus 2 years customer service experience preferred

Physical Requirements: 

• Ability to safely and successfully perform the essential job functions consistent with the ADA, FMLA and other federal, state and local standards, including meeting qualitative and/or quantitative productivity standards. 
• Ability to 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 25 pounds.
• Must be able to talk, listen and speak clearly.