Senior Customer Service Representative

Description

LIFE AT PACIFIC LIFESTYLE HOMES

Experience the difference of being part of the Pacific Lifestyle Homes family. As a two-time recipient of the prestigious Building Industry Association "Builder of the Year" award and the esteemed National Housing Quality Gold Award, we are more than just a homebuilder – we are dedicated to BUILDING BETTER LIVES. From our humble beginnings in 1996, we have grown to construct over 6,500 homes and 130 communities across SW Washington, the Portland Metro area, greater Puget Sound area, and the Boise Metro landscape. Join us and build your career with a company committed to excellence and community impact. 

JOB MISSION

Pacific Lifestyle Homes is looking for a dedicated Senior Customer Service Representative to join our team, focusing on delivering exceptional customer support, resolving inquiries, and enhancing the customer experience to uphold our company’s commitment to excellence. This full-time role provides a valuable opportunity to make a meaningful impact. Reporting to the Quality Assurance Manager, the Senior Customer Service Representative will play an essential role in building positive relationships and ensuring customer satisfaction at Pacific Lifestyle Homes.

 JOB RESPONSIBILITIES:

• Customer Care Database: Maintain and manage the customer care database, ensuring all homeowner interactions, service requests, and resolutions are accurately recorded. Use the database to track and follow up on outstanding issues, keeping detailed records for reference and quality assurance.
• Homeowner Follow-up: Conduct timely follow-ups with homeowners to address concerns, answer questions, and ensure satisfaction with service resolutions. Proactively check in on recent service requests to confirm that issues have been resolved to the homeowner’s satisfaction.
• New Home Orientations: Lead new home orientations for homeowners, providing detailed information on home features, maintenance tips, and warranty coverage. Ensure homeowners feel confident and well-informed about their new property.
• Organization: Maintain organized records, documentation, and schedules for service requests, warranties, and follow-ups. Use organizational skills to prioritize tasks and keep the customer service workflow efficient and responsive.
• Quality Control: Oversee quality control by verifying that service work meets company standards before finalizing with the homeowner. Collaborate with trade partners and internal teams to address any quality issues promptly and ensure high standards are consistently met.
• Warranty Walk-Throughs: Conduct warranty walk-throughs with homeowners to identify any issues covered under warranty, documenting necessary repairs and coordinating timely follow-up actions. Ensure warranty work is completed to homeowner expectations.
• Work with Trade Partners: Collaborate with trade partners to schedule and complete service requests, maintaining effective communication to resolve homeowner issues. Build strong relationships with trade partners to ensure reliable and high-quality service delivery.
• Strategic Priorities: Align customer service efforts with the company’s strategic priorities, focusing on initiatives that enhance homeowner satisfaction and contribute to long-term brand loyalty. Execute customer care strategies that support overall business objectives.
• Survey Scores: Monitor and aim to improve customer satisfaction survey scores by addressing feedback, proactively resolving issues, and providing exceptional service. Use survey insights to identify areas for improvement and implement strategies to boost satisfaction ratings.

JOB REQUIREMENTS:

• Experience in customer service, ideally within the home building industry
• Ability to manage multiple tasks with strong attention to detail and follow-through
• Demonstrated ambition and sense of urgency with a proactive approach to problem-solving and bringing forward solutions
• Strong communication skills for effectively delivering both positive and challenging news to clients and team members
• Open to coaching, feedback, and continuous improvement
• Knowledgeable about home finishes, construction materials, and general building processes
• Basic proficiency with email, internet, and a willingness to adopt new technology
• Proficient in Microsoft Excel, Adobe, and Word for documentation and reporting
• Proven experience in managing customer expectations and maintaining high customer sa