Clayton Homes, a Berkshire Hathaway company and the nation's leading housing provider, is a vertically integrated housing company that builds, sells, and insures affordable housing. Our commitment to creating a World Class Customer Experience is unparalleled in the housing industry and we believe it begins with a World Class Team Member Experience. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

Job Reports To: Customer Care Manager

Position Summary: This is a M-F Traveling position.

The Customer Care Field Technician in Training is responsible for delivering the desired customer service experience as represented by the customer care philosophy.  The goal is to effectively make warranty, courtesy or service repairs that meet or exceed the expectations of our customers.

Wage: $18-$20hr

Core Competencies:

·   Computer literate a plus.  Successfully learn the programs necessary to complete all 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.

·   Good driving record (Criminal Background Checks / Motor Vehicle Records checks will be performed), required.

Essential Duties & Responsibilities:

Essential Duties and Responsibilities are as follows.  Other duties may be assigned

• Providing reliable and trustworthy service and customer support during customer home visits.
• Effectively schedule and manage all on-site inspections, repairs, maintenance and testing tasks.
• Experience with all hand tools, power tools and diagnostic tools.
• Ensure that all work orders, request for service, and parts forms are properly detailed with required information.
• Provide polite, ethical, and knowledgeable communication to all customers (homeowners, retail team members, facility team members, and the home office support team).
• Cooperate with customer care support staff and share information with the production team to improve the quality of our homes.
• Ensure and promote 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.
• Build positive relationships with all customers.
• Adhere to and support all Clayton Homes Building Group policies and procedures.
• Operate vehicle in a safe manner and use field automation systems.
• Follow all federal processes and requirements of the DOT Federal Motor Carrier Safety regulations.
• Ability to work flexible shifts and to adapt to changing work schedules.  Ability to be away from home for several days at a time.

The ability to travel Monday through Friday staying in hotels each night. Traveling to Oregon, Washington, and California.

Knowledge, Skills and Ability Requirements:

Language Skills, Ability to read and interpret documents such as policies, safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence.

Mathematical Skills. Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.

Computer Skill. Ability to learn new programs as needed.

Reasoning Ability. Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Rules and Regulation. All employees must adhere to all safety rules and regulations required by local, State and Federal authorities, wear the appropriate personal protective equipment necessary to perform the job in a safe manner and will follow all safety rules per the Company’s EHS Policy.

Physical Demands. The physical demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; lift heavy objects; walk; work in confined spaces; bend down frequently; use hands to handle or feel; reach with hands and arms and stoop, kneel, crouch, or crawl. The team member must frequently lift and/or move up to 100 pounds. Specific vision abilities required by this job include close vision.

Work Environment. The work environment characteristics described here are representative of those that a team member will encounter while performing the essential functions of this job, but frequent visits to customers home sites will be necessary. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job (inspections, repairs, testing, etc.), the team member is frequently exposed to outside weather conditions and exposed to frequent and long-range driving. The noise level in the work environment ranges from moderate (office/road/customers’ homes) to loud (production plant).

Business Unit - B00018