Customer Care Agent - Houston

Job Description

Job Description

Schedule Repairs:

• Requested via emails, phone calls, or text from builders or field supervisor hyphen

Manage Bolt:

• Create work orders for requested service (roof finals, builder service, flashing, etc.)

• Assign work orders to flashing techs (U channel, Z flashing, Counter flashing)

• Check Pending Reviews

• Close out completed work orders

• Send notifications to builders once a work order is assigned / completed

Manage Hyphen or other Builder Portals:

• Look up POs for requested service (roof finals, builder service, flashing, etc.) in Builders own portals

• Upload Darling final punch report to Hyphen and pictures

• Hyphen clear Unread notes

• Investigate reschedules update Bolt and clear them from Hyphen

• Print and accept newly received orders

• Check for POs if Builder is paying, if not request missing POs

Assist Repair Techs:

• Provide pin drops of locations they can’t locate

• Assist when Bolt crashes on their mobile (login issues, can’t upload photos, don’t see work orders, etc.)

• Provide feedback on areas that need improvement on Bolt (crew notes, uploading photos, checking off boxes, etc.)

Warranties:

• Manage warranty calendar.

• Set up appointments with homeowners (year inspections, leaks, repairs, etc.)

• Send reminder of appointments to supervisors via email

Make PO’s:

• Create POs for material needed on repairs/warranty work orders

• Create POs for shorts/thefts

EPO’s:

• Request EPOs for repairs to builders

• Send EPO reminders to builders

• Manage google spread sheet with all EPO missing information

Back Charges:

• Assist area leads investigate back charges

• Assist in disputing back charges with builders

Other:

• Assist supervisor when agent is out of the office (make PO’s, add work

orders on Bolt, etc.)

• Work Hours – 7AM to 4PM Monday – Friday (please note that there may be days when you are required to stay later to assist with meeting email cutoff times. Additionally, there may be occasions where a mandatory 4-hour shift on the weekend is required if workload is high and we fall behind)

Work Hours – 7AM to 4PM Monday – Friday (please note that there may be days when you are required to stay later to assist with meeting email cutoff times. Additionally, there may be occasions where a mandatory 4-hour shift on the weekend is required if workload is high and we fall behind)
40 hours per week (Full-Time)