Shzm - Customer Success Technician

What will you do in this role? As a Shazam Customer Service Field Technician. Your main purpose is to maintain a daily routine of homeowner concerns, warranty maintenance visits, educate homeowners regarding home maintenance and warranty performance standards, while resolving minor homeowner or trade conflicts, you demonstrate and strive to provide world class customer satisfaction.

You Have: A passion for self-performing warranty and construction tasks and demonstrating the want and need to develop and learn more.

• Strong people skills

• Ability to actively listen.

• Ability to demonstrate empathy.

• Ability to update management when dealing with complex issues.

• Ability to engage with team members, homeowners, and trade partners in a professional manner.

• Adaptive learner with demonstrated ability to grasp basic home warranty functionality processes.

• Ability to manage multiple issues simultaneously while communicating consistently with homeowners.

• Strong management and technical skill capabilities

• Demonstrates strong ability to:

• Exercise suitable time management.

• Quickly comprehend basic diagrams, plans and specifications.

• Problem solve issues by means of utilizing Shazam provided guidelines.

• Basic ability to:

• Use CSM and/or other basic professional office management applications (word, excel, power point)

• Experience with residential construction management applications (Field point, Hyphen, KOVA, Salesforce, etc.) is a plus.

• Evaluate warranty issues to determine warrantability based on warranty performance guidelines.

• Demonstrates interest in learning basic home maintenance repair skills.

• Effective communication skills

• Good at mediating and resolving disputes.

• Demonstrates ability to develop professional relationships.

• Ability to manage multiple issues simultaneously while communicating consistently with homeowners.

• Must be team oriented and can work within a team setting while maintaining independent assignments and workload.

• Ability to work independently and to carry out assignments to completion within parameters of instructions given, prescribed routines, and standard accepted practices.

• Ability to perform the essential job functions consistently safely and successfully with the ADA, FMLA, and other federal, state, and local standards, including meeting qualities and / or quantitative productivity standards.

• Ability to maintain regular, punctual attendance consistent with the ADA, FMLA, and other federal state local standards.

• Must be willing to participate Rotational Emergency on call Schedule that include some nights and weekend included: requirements, must be available to a rotating emergency on call schedule to support divisions teams and customers base needs.

• Other duties as assigned.

• Know and understand the Core Values: World Class Hospitality, Engaged Ownership, Be" Idealistic "Team Player", Every little Thing Counts "Integrity" Hungry Humble Smart adhere to all company policies and procedures

• Other duties as assigned.

You Have:

• High school diploma or GED required.

• Minimum 2 years customer service experience in residential construction warranty, real estate, remediation, remodeling, trades, hospitality, or other service-based industry preferred.

• Experience in construction, real estate, remediation, remodeling, trade, or other service-based industry preferred.

• Candidates with "hands on" trade or warehouse work experience a plus.

• Candidates with construction management training, experience supervising others, also preferred.

Benefits & Perk

• Comprehensive benefits package includes Medical, Dental, Vision, FSA accounts, 401K, Life Insurance, Short Term Disability, Long Term Disability, and EAP

• Time Off benefits include Vacation, Sick, Holiday, Bereavement, Jury Duty, FMLA, refresh, floating holidays, and parental leave.

• Home purchase discount

• Tuition Reimbursement

• Wellness program

All benefits are subject to qualification and hire dates.

Compensation

Starting Base Salary Range: $53,000 + Annually

FLSA Status: Exempt

Bonus Type: Monthly Performance Based up to 10%

"Recruitment Agencies: Although we value the services you provide, currently we are not leveraging external 3rd party recruitment resources for this search. Should those need change, we will seek your assistance directly."

Business Unit -

Oakwood Homes