Customer Care Technician

Customer Care Field Technician

Clayton is a leading single-family, values-driven home builder dedicated to attainable housing, sustainable practices and creating a world-class experience for customers and team members. Our company portfolio includes a broad offering of attainable housing, and as a vertically integrated home builder, we are uniquely positioned to serve customers through every stage of the homeownership journey building, selling, financing, and insuring homes. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

Position Summary:

The Customer Care Field Technician is responsible for delivering the desired customer service experience as represented by the customer care philosophy. The goal is to effectively make warranty, courtesy or service repairs that meet or exceed the expectations of our customers.

Duties / Responsibilities:

• Providing reliable and trustworthy service and customer support during customer home visits.
• Effectively schedule and manage all on-site inspections, repairs, maintenance, and testing tasks.
• Diagnosing error or technical problems and determining proper solutions.
• Ability to read blueprints or technical diagrams as provided by the engineering team.
• Experience with all hand tools, power tools and diagnostic tools.
• Ensure that all work orders, request for service, and parts forms are properly detailed with required information.
• Provide polite, ethical, and knowledgeable communication to all customers.
• Cooperate with customer care support staff and share information with the production team to improve the quality of our homes.
• Ensure and promote the satisfaction of our customers through exceptional attention to detail, thorough communication, knowledge of our homes and all components, demonstrate a sense of urgency, and a desire to provide excellent customer service.
• Provide support, knowledge, and input into the Net Promoter Score (NPS) process.
• Build positive relationships with all customers.
• Adhere to and support all Clayton Homes Building Group policies and procedures.
• Operate vehicle in a safe manner and use field automation systems.
• Work with local, state, and federal inspectors to assure our homes are built to the proper codes as described in 24 CFR Part 3280 and our DAPIA.
• Follow all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.
• Ability to work flexible shifts and to adapt to changing work schedules. Ability to be away from home for several days at a time.

Qualifications:

• Minimum of five years of experience in the manufactured home building industry or similar, preferred.
• Computer literate a plus. Successfully learn the programs necessary to complete all job responsibilities.
• Proven phone and interpersonal skills. Ability to communicate clearly and positively at all levels, including internal and external customers, peers, managers, and the home office.
• Proven ability to diagnose problems and determine the proper solution as designed by the DAPIA.
• Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.

Physical Demands:

Position requires up to 90% travel and will require frequent sitting.

Must be able to lift and carry up to 50 lbs. and occasionally use ladders / steps to enter and exit homes.

Must be able to consistently operate a computer and other office productivity machinery such as telephone, calculator, copy machine, computer printer, etc.

Must be able to communicate with others via phone, email, and in person. Must be able to exchange accurate information with others.

Works in an environment that includes exposure to extreme temperatures.

Work primarily involves sitting / standing, may involve a moderate amount of bending / stretching.

Travel Requirements:

90%

Why Clayton?

Full-time team members have the flexibility to create their own health, dental, and vision benefits package. Clayton provides competitive 401K programs, including investment options and company matching for full and part time team members after one year to help our team members achieve their financial goals. Additional benefits include paid parental leave, tuition reimbursement, Employee Assistance Programs, and more.

As part of Clayton's commitment to Opening Doors to a Better Life, Clayton is now providing paid time for Team Members to volunteer to causes that are meaningful to them through the Clayton Impact program.

At Clayton, we encourage holistic wellness with physical, nutritional, social, financial, spiritual and occupational programs available online or in-person for team members.

Clayton is committed to creating an inclusive workplace. Clayton is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.