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Customer Care Coordinator - Middlebury, IN in 437 N. MAIN STREET ,MIDDLEBURY,IN at Clayton Home Building Group

Date Posted: 2/5/2019

Job Snapshot

Job Description

Customer Care Coordinator - Middlebury, IN

Position Summary:

The Customer Care Coordinator is responsible for delivering the desired regional customer service experience as represented by the customer care philosophy. The goal is to be more efficient with scheduled services for warranty, courtesy, or service repairs and exceed the expectations of our retail customers, dealers and builders.

Essential Duties / Responsibilities:

  • Provides reliable, trustworthy and knowledgeable customer support during retail or home visits.
  • Supervises and develops factory crews that help perform warranty service in regions assigned, overseeing performance according to company policy and procedures to meet customer expectations.  Work with and assign duties to all sub-contractors in accordance with all applicable codes.
  • Effectively communicates and schedules all on-site inspections, repairs and testing tasks.
  • Reviews blueprints or technical diagrams as provided by the engineering team.
  • Ensure that all work orders, requests for service, and parts forms are properly detailed with required information
  • Maintains authorization log of all claims settled and authorized to be repaired by builders or contractors, submitted weekly to Customer Care Manager.
  • Provide polite, ethical, and knowledgeable communication to all customers (home owners, builders, retail team members, facility team members, and the home office support team).
  • Cooperate with Engineering, Quality Assurance and Production to share information with the teams to improve the quality of our homes.
  • Ensures and promotes 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.
  • Adhere to and support all Clayton Home Building Group policies and procedures.
  • Operate all company vehicles, company rentals and use field automation systems in a safe manner when applicable. 
  • 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 when applicable.
  • Work flexible shifts and adapt to changing work schedules.
  • Some travel and overnight stay required. 

Minimum Qualifications:

  • HS or equivalent degree required
  • Minimum 5 years' experience in the manufactured home building industry or similar, preferred
  • Prior field experience strongly preferred
  • Computer proficiency a plus, ability to successfully learn programs necessary to complete 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
  • Experience with all hand tools, power tools and diagnostic too
  • Demonstrated characteristics of building relationships with the Ideal Team Player virtues:  Humble, Hungry, Smart
  • Excellent driving record required, must be able to pass drug screen and criminal background check.  Must have a clean Motor Vehicle Record and able to obtain a valid medical card


437 N. MAIN STREET
MIDDLEBURY, Indiana, 46540
United States

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