Customer Service Representative

Job Description

Job Description

We are looking for a customer-focused, detail-oriented individual to support warranty-related service inquiries and ensure a smooth experience for homeowners, builders, and internal teams. This Long-term Contract position is based in North Carolina and is ideal for someone who can balance administrative accuracy with responsive communication. The role will oversee warranty cases from initial intake through completion, helping coordinate service activity, documentation, and follow-up in a fast-paced environment.

Responsibilities:
• Review incoming service and warranty requests, gather the necessary details, and route each case appropriately based on coverage or billable status.
• Arrange repair appointments by working closely with homeowners, subcontractors, technicians, and field leadership to align schedules and expectations.
• Order required materials for approved repair work and monitor item availability to help keep projects moving on time.
• Maintain accurate case records across calendars, customer platforms, internal databases, and supporting documentation systems.
• Support subcontractor onboarding and assist with payment processing after work is completed and verified.
• Provide clear updates to customers and builder partners regarding claim progress, scheduling changes, and anticipated repair timelines.
• Track each warranty issue from opening through final resolution, following up on outstanding items and escalating concerns when necessary.
• Handle inbound and outbound customer communication related to service requests, scheduling, and order-related questions.
• Perform administrative support tasks that help the warranty and customer service process run efficiently day to day.• High school diploma or equivalent required; an associate degree is preferred.
• At least 1 year of experience in warranty support, construction administration, customer service, or a related field.
• Background in residential construction is preferred.
• Familiarity with business systems, Airtable, Microsoft Office, and DocuSign is preferred.
• Strong communication, organization, and customer support skills with a detail-oriented approach to problem-solving.
• Ability to manage multiple active cases at once while maintaining accuracy and meeting deadlines.
• Experience handling inbound calls, outbound follow-up, scheduling, order entry, or administrative coordination is highly valued.
• Knowledge of exterior cladding materials and typical installation issues is a plus.