Position Summary
We are seeking a Customer Service Representative (CSR) to provide exceptional support to both internal teams and external customers. This role is focused on post-installation service support and requires strong communication skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment. CSRs work closely with field service technicians and warehouse teams to ensure timely, accurate resolution of service needs.
As a frontline representative of the company, you will play a key role in delivering a positive customer experience while embodying our core values of accountability, collaboration, solution-driven thinking, relationship-building, and creating value in every interaction.
Key Responsibilities
- Communicate daily with Primera Service Technicians and Field Service Representatives (FSRs) to resolve service-related challenges collaboratively.
- Maintain accurate and detailed service documentation.
- Analyze internal reports daily to prevent service ticket aging, delayed revenue recognition, and data entry errors.
- Monitor external customer reports and websites to acknowledge service requests and to provide updates on outstanding service requests.
- Coordinate material and parts ordering within specified guidelines by Supervisor.
- Invoice builders accurately and promptly by utilizing provided resources within 48 hours of request.
- Manage the complete life cycle of service tickets, from creation through closure to avoid aging.
- Support team success by completing all assigned tasks and providing assistance to team members as needed.
- Support warehouse operations by coordinating parts receiving, tracking returned or rescheduled materials, maintaining accurate documentation, and escalating any discrepancies in accordance with established procedures.
- Perform additional duties and special projects as assigned to support departmental and organizational objectives.
Qualifications
- High school diploma or equivalent required
- Strong interpersonal and communication skills required
- Exceptional organizational skills with strong attention to detail and accuracy required
- Ability to maintain high standards of confidentiality required
- Prior customer service experience strongly preferred
- Proficiency with Microsoft Office Suite (Outlook, Teams, One Drive, Word, Excel) strongly preferred
- Industry experience in homebuilding, construction, or similar fields strongly preferred
Work Environment
- This position is based in a fast-paced corporate office setting that may include frequent interruptions and time sensitive deadlines to meet
- Established office hours apply, with occasional flexibility required for evenings as needed
