Customer Service

Customer Service Representative

We are looking for a detail-oriented Customer Service Representative to join our team in Leola, Pennsylvania. The Customer Service Representative (CSR) is the first point of contact for homeowners, retailers, and community managers within the manufactured housing industry. This role is responsible for providing exceptional customer support by answering questions, processing service requests, resolving issues, and ensuring positive customer experiences. The CSR will act as a liaison between customers, internal departments (sales, service, production), and external partners to ensure that homes and related services are delivered and maintained at the highest level of quality.

Key Responsibilities :

• Respond promptly and professionally to customer inquiries via phone, email, and in-person interactions.
• Assist homeowners, retailers, and communities with warranty claims, service requests, and product questions.
• Coordinate with service technicians, parts coordinator(s), purchasing department and production teams to schedule repairs and ensure timely resolution of issues.
• Maintain accurate records of all customer interactions, complaints, and resolutions in ERP systems.
• Educate customers on warranty coverage, maintenance guidelines, and proper home care.
• Process orders for replacement parts and track shipments to ensure timely delivery.
• Handle escalated concerns with professionalism and work toward fair resolutions.
• Collaborate with sales and manufacturing teams to communicate customer feedback for continuous improvement.
• Ensure compliance with federal, state, and company regulations specific to manufactured housing.
• Support special projects, service campaigns, and customer satisfaction initiatives.

Requirements :