SHZM - Customer Success Technician - Utah

What will you do in this role? As a Shazam Customer Success Technician, your main purpose is to maintain a daily routine of homeowner concerns, warranty maintenance visits, educate homeowners regarding home maintenance and warranty performance standards, while resolving minor homeowner or trade conflicts, you demonstrate and strive to provide world class customer satisfaction.

You Have: A passion for self-performing warranty and construction tasks and demonstrating the want and need to develop and learn more.

• Strong people skills
  • Ability to actively listen.
  • Ability to demonstrate empathy.
  • Ability to update management when dealing with complex issues.
  • Ability to engage with team members, homeowners, and trade partners in a professional manner.
  • Adaptive learner with demonstrated ability to grasp basic home warranty functionality processes.
  • Ability to manage multiple issues simultaneously while communicating consistently with homeowners.
• Strong management and technical skill capabilities 
  • Demonstrates strong ability to: 
    • Exercise suitable time management.
    • Quickly comprehend basic diagrams, plans and specifications.
    • Problem solve issues by means of utilizing Shazam provided guidelines.
  • Basic ability to:
    • Use CSM and/or other basic professional office management applications (word, excel, power point)
      • Experience with residential construction management applications (Field point, Hyphen, KOVA, Salesforce, etc.) is a plus.
    • Evaluate warranty issues to determine warrantability based on warranty performance guidelines.
    • Demonstrates interest in learning basic home maintenance repair skills.
• Effective communication skills
  • Good at mediating and resolving disputes.
    • Demonstrates ability to develop professional relationships.
  • Ability to manage multiple issues simultaneously while communicating consistently with homeowners.
• Must be team oriented and can 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.
• Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA, 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.
• Know and understand the Core Values and adhere to all company policies and procedures.
•  Must be willing to participate in a Rotational Emergency on call Schedule that include some nights and weekends included: requirements, must be available to a rotating emergency on call schedule to support divisions teams and customers base needs.
• Other duties as assigned.

You Have:

• High school diploma or GED required.
• Minimum 2 years customer service experience in residential construction warranty, real estate, remediation, remodeling, trades, hospitality, or other service-based industry preferred.
  • Experience in construction, real estate, remediation, remodeling, trade, or other service-based industry preferred. 
  • Candidates with “hands on” trade or warehouse work experience a plus.
  • Candidates with construction management training, experience supervising others, also preferred.

Benefits & Perk

• 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.

All benefits are subject to qualification and hire dates.

Compensation: Base Salary Range: $53,000 + Annually

FLSA Status: Exempt

Bonus Type: Performance Based up to 10% monthly

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.  Shazam Home Services may change or amend any benefit plan, compensation practice, policy, or procedure at any time without prior notice and will communicate such change in a timely manner as soon as practicable.

Shazam Home Services is an Equal Employment Opportunity Employer and does not make employment decisions based on sex, including gender identity and pregnancy, color, race, religion, national origin, or age of 40 and older.

Exemption Justific