CONSTRUCTION CUSTOMER SERVICE FIELD REPRESENTATIVE JOB DESCRIPTION
Reports To: VP OF CUSTOMER SERVICE
Revision date: 7/16/2024
Job Summary
The Construction Customer Service Field Representative plays a pivotal role in maintaining positive relationships with clients throughout the construction process. They are responsible for addressing client inquiries, resolving issues, and ensuring client satisfaction. This position requires effective communication skills, problem-solving abilities, and a thorough understanding of construction processes and terminology.
I. Major Duties and Responsibilities
Client Communication: Serve as the primary point of contact for clients, addressing inquiries via phone, email, or in-person meetings. Keep clients informed about the progress of their projects and promptly respond to any concerns or questions.
Issue Resolution: Identify and resolve any warrantable issues or complaints raised by clients in a timely and efficient manner. Collaborate with internal teams, such as construction managers and contractors, to address client concerns and ensure satisfactory outcomes.
Quality Assurance: Conduct regular follow-ups with clients to ensure that construction work meets their expectations and adheres to quality standards. Collect feedback from clients and relay it to relevant teams for continuous improvement.
Documentation: Maintain accurate records of client interactions, including correspondence, complaints, and resolutions. Update client profiles and project files with relevant information to facilitate smooth communication and project management.
Conflict Resolution: Handle conflicts or disputes with clients diplomatically and professionally, seeking mutually beneficial resolutions whenever possible. Escalate complex issues to senior management or higher authorities as needed.
Customer Satisfaction: Proactively identify opportunities to enhance the client experience and exceed customer expectations. Implement strategies to improve customer satisfaction levels and foster long-term client relationships.
Cross-functional Collaboration: Collaborate with various departments within the organization, including sales, marketing, and operations, to ensure a cohesive approach to client management and service delivery.
Knowledge Development: Stay updated on industry trends, construction techniques, and regulatory requirements to provide accurate information and guidance to clients. Participate in training programs and workshops to enhance job knowledge and skills.
II. Knowledge, Skills, & Abilities
Maintain a high degree of integrity and honesty in all business dealings.
Be professional in dress, manners, and conduct.
Be a self-motivated individual and display initiative.
Be courteous and safety driven.
Be knowledgeable of the residential home building quality and industry performance standards, read and follow the standards of the Builder’s Warranty and New Home Orientation Manual.
Understand and follow all company policies and procedures in the Employee Handbook.
Anticipate, prevent and solve problems (proactive vs. reactive) within his/her authority.
Make quick, accurate decisions when necessary and take responsibility for his/her actions.
Report any problems to the Director of Construction and Warranty.
Plan and organize daily work schedule to maximize time and productivity.
III. Qualifications
Bachelor’s degree in business administration, Construction Management, related field preferred or minimum 3 years of general construction experience.
Excellent communication skills, both written and verbal, with the ability to effectively interact with clients and internal teams.
Strong problem-solving abilities and the capacity to manage challenging situations with composure and professionalism.
Proficiency in Microsoft Office Suite.
Diligence and organizational skills to manage multiple client accounts and tasks simultaneously.
Knowledge of construction processes, terminology, and best practices is highly desirable.
Flexibility to work occasional evenings or weekends, especially during peak construction periods or to accommodate client schedules.
IV. Working Conditions
Mobile environment with frequent site visits or client meetings.
Ability to work under pressure and meet tight deadlines in a challenging environment..
V. Days / Hours
Monday through Friday: 8 hours per day between 8 a.m. and 5 p.m.
Remain in assigned community during work hours
Job Type: Full-time
Pay: $53,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Experience:
- Client Services & Customer Support: 1 year (Preferred)
- Construction: 3 years (Required)
Ability to Relocate:
- Austin, TX: Relocate before starting work (Required)
Work Location: Multiple locations
