Customer Service Representative

The Rep, Customer Service II reports to the Manager, Operations and Install. The Rep, Customer Service II is an individual contributor role responsible for addressing customer needs by ensuring that tasks and order requirements are accurately detailed and completed on time. The Rep, Customer Service II will collaborate directly with the Builder, the MasterBrand field team and subcontractors to resolve any customer issues that may occur.Responsibilities:Responds to all customer communication within two business hours of receipt. Answers customer calls.Creates service work orders in Salesforce for warranty appointments via phone, email, or web-based communications from customers/homeowners and schedules accordingly. Checks the warranty calendar for availability and makes entries accordingly.Tracks construction schedules through verbal, electronic, or hard copy communications with the superintendent. Collects schedules as required by the Builder on a regular basis to stay updated with changes and ensures alignment in Salesforce.Communicates scheduled completion dates with Customers for scheduled service appointments.Addresses and resolves incomplete services, warranty issues, quality inspections, and installer debriefs. Completes service work orders in Salesforce.Acts upon all internal Salesforce communication requiring additional service trips and processes accordingly.Diagnoses and prescribes solutions to resolve customer concerns.Works with the Field Service, Sales, Builder, and Sub-Contractors to ensure alignment and expectations are met.Enters customer orders and quotes using our designated systems.Develops in-depth knowledge of all MasterBrand strategic business units. Leverages ideas from other reviews and co-workers to provide value-added recommendations and best practices to others. Consistently demonstrates the MasterBrand Way, positioning the company for growth and helping identify opportunities to reduce waste, complexity, and improve our work environment.Demonstrates teamwork by responsively collaborating with management and staff, sharing information and ideas, proactively seeking, and accepting constructive feedback, and accepting additional assignments when appropriate. Identifies self-development needs and seeks opportunities to work on areas that will further develop skills. Make the team better Celebrate success; give feedback to improveGet actively involved and share your perspectiveBe boldMake big commitments to deliver big resultsFail fastChampion improvementTrust the tools to drive resultsDon’t wait for someone else to find a better way