Job Description

WHY LOMBARDO?

Choosing a place to work is important. You spend at least 40 hours each week at work, so you want to love what you do. We get it. When telling you why you’ll love working at Lombardo Homes, we could list all of our statistics and accomplishments… but everyone does that, right?

Here’s the real reason you’ll love working at Lombardo: we’re a family. We’re family owned and operated, yes, but our entire team is a family. We appreciate and care for our team members and trade partners. When our team members succeed, we all succeed; when they struggle, we all pitch in to build them back up. This is the Lombardo way.

THE OPPORTUNITY

Are you a high-energy administrator or customer service professional looking to gain knowledge and put your talents to use? Do you enjoy providing exceptional customer service and building exceptional products with high quality standards that you help put in place? Are you a strong communicator, relationship builder, collaborator, and able to build and support strong working relationships with team members? If you answered yes to all, then this position is for you! You will be responsible the administration of our Customer Care and Quality Assurance Systems, taking in service requests online and supporting the issuance and completion of work orders to help our customers.

WHAT YOU’LL DO

THE COMPANY BASICS

· Perform quality, detailed work within deadlines with or without direct supervision.

· Interact professionally with other employees, customers, and others.

· Work effectively in a team.

· Work independently while understanding the necessity for communication and coordinating work efforts with other employees and organizations. Nobody’s an island!

THE NITTY-GRITTY

· Primary responsibility for input of data into Quality Assurance and Customer Care systems

· Primary responsibility for all reporting for Quality Assurance and Customer Care

· Respond promptly to customer inquiries. Support prompt completion of customer service requests between customers and trade partners.

· Support the review of new service requests and qualify them; ensure they are assigned to the proper trade partner for assessment and completion

· Create work orders and necessary documents for service requests and assign them appropriately to trade partners

· Provide a professional, courteous, and unwavering explanation to customers when service requests are denied

· Participate in periodic customer seminars to promote customer education on service process and the function of their home.

· Keep accurate documentation within approved systems of trade partner and customer interactions, comments, and complaints in the conduct of service request completion.

· Control spending on service requests while ensuring care for the customer.

· Track and support completion of pre-closing defects

· Enforce the division's Customer Care standards and apply them strictly when reviewing requests for service.

· Maintain all applicable systems used in Quality Assurance and Customer Care

· Communicate schedules promptly and accurately. Monitor the progress of the service schedule for prompt completion

· Provide input and review of trade partner performance monitoring within the division (i.e., cost, quality, productivity, service)

· Manage trade partner compliance to agreements, scopes, and policies, and other standards

· Collaborate with Field Operations and office staff on product and process improvement, as well as other office tasks needed outside the department

· Aid in process development and optimization for Quality Assurance and Customer Care

· Maintain a positive, sympathetic, and professional attitude toward customers at all times

· Perform other job functions considered relevant and assigned by the department manager

WHAT YOU NEED

· A minimum of 3 years customer service experience is preferred

· Experience working in an administrative position

· Homebuilding, Real Estate and Home Inspection experience are preferred

· Invoice creation and processing are preferred

· Communication skills that reflect a positive, sympathetic and professional attitude toward customers at all times.

· Must be able to communicate efficiently and effectively by voice, written word, phone and computer.

· Demonstrated ability to coordinate schedules and promptly communicate to involved individuals who and what are needed at a time and place.

· Rudimentary understanding of home construction

· Competency in computer applications

o Microsoft Excel, Word, Outlook

o ERP systems

o Phone and iPad-based applications

o Phone/Text/Web communication

· Ability to prioritize and multi-task and meet deadlines

· Highly organized and detailed oriented

· Desire to establish and maintain effective working relationships

WHAT WE’LL GIVE YOU

-Competitive salary of $40,000-$48,000 (depending on experience)

-Opportunity for career growth in more demanding administrative roles or Administrative Management

-401k with company match

-Company-provided life insurance

-Full benefits package including health, dental, vision, FSA, long-term disability, voluntary life insurance, accident insurance

-Company-sponsored employee events

Company Description

Founded over 50 years ago, Lombardo Homes established its reputation as a leader in home building excellence. In over 30 communities, the privately owned and operated family business continues to set the new home building industry pace by creating exceptional new construction homes with the utmost quality, anticipating customer needs and providing customers with a new home buying experience.