Customer Service Representative (Call Center)

NVR, Inc., Parent Company of Ryan, NV, and Heartland Homes has been helping families build their happily ever after since 1948. As a Top 5 US homebuilder, we’re committed to quality and to our customers and we take pride the nearly 510,000 new homes we have sold and built across the country. Working in the homebuilding industry is tangible and rewarding, but not every job at NVR requires a hard hat. We don’t just sell and build new homes; we also manage teams, acquire land, manufacture materials, provide mortgages to our customers, and provide corporate support to NVR’s multi-billion-dollar business operations.  

NVR is looking for intelligent, highly motivated, positive, results-oriented employees to join our Thurmont, MD Manufacturing Plant. You will be a part of an energetic culture where we thrive on teamwork, collaboration, and innovative ideas. If you love working in a fast-paced environment with a high degree of responsibility, this is the position for you. NVR is a growing company with significant opportunities for career growth, advancement, and mobility. 

As a Customer Service Representative, you are responsible for the intake and administration of service requests, via electronic ticketing system, email, and telephone, which provides support to all NVR Manufacturing facilities.  This involves intake, processing, timely responses, and tracking of requests, while providing a high level of customer service.  The Customer Service Representative will use product and process expertise to troubleshoot requests, coordinate with other departments, respond to support requests, document issues, and elevate issues requiring specific technical expertise or follow-up.    

Primary Responsibilities 

• Manage and respond to incoming service requests from Homebuilding personnel regarding material/delivery discrepancies and requests. 

• Provide a high level of customer service in a fast-paced, high volume, environment and ensure responses to customers are timely, thorough, and professional. 

• Research each request to understand the nature and specific details of the issue in order to determine the level of response required.  Prioritize requests and escalate to Supervisor or other NVR department as appropriate.  

• Initiate delivery of material by determining appropriate reason codes, based on request details, and accurately capture and record details of customer requests in designated tracking system(s). 

• Liaise with Manufacturing departments at multiple plants including Materials, Production, and Logistics, and with Homebuilding as needed to resolve issues and/or facilitate material deliveries. 

• Document resolutions in the appropriate tracking system(s) and share solutions, learnings, and best practices with team members. 

• Maintain accurate records; review and distribute applicable reports as required. 

Qualifications 

• Bachelor’s or Associate’s degree preferred. 

• 2 years of administrative experience. 

• Customer Service experience a plus. 

• High level of attention to detail. 

• Strong interpersonal and communication skills. 

• Must possess strong organizational, planning and time-management skills. 

• Reliability and initiative to be able to work effectively in a fast-paced, professional team environment. 

• Results driven with the ability to adapt to changing priorities. 

• Willingness to learn new things and cross train in other departments. 

• Proficient in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint). 

Life at NVR  

At NVR, your desire to excel is matched by our commitment to your success and we’ll give you the tools and industry knowledge you need. Our management team is tenured and talented, nearly 80% of them promoted from within, so you’ll find mentors who can share their knowledge, provide career guidance, and encourage your success.  

NVR also offers benefits among the best in the industry that reflect the strong commitment we have to all of our employees.  

• Competitive Compensation.  

• Home Purchase Discount.  

• Mortgage and Settlement Services Discounts.  

• Comprehensive Health, Life and Disability Insurance.  

• 401(k) (Full-time employees are eligible to contribute immediately).  

• Employee Stock Ownership Program.  

• Vacation and Holidays.  

In addition to the traditional benefits, we offer all our employees stock ownership through a profit-sharing trust as part of our retirement savings package. NVR has had the highest Earnings Per Share growth rate in the homebuilding industry for the past 10 years, so as we grow financially, so do you.