Post Sales Support Officer (Warranty, Claims, Customer Service)

Off the tools, not out of the trade

If you have spent years laying floors, running flooring jobs, or supervising building sites, you already know more about this role than any call centre operator ever will.

We are looking for someone with a genuine trade or building background to take on our post sales support and warranty function for our customers at Osborne Park. Your job is to look at a photo of a cupped board or a lifting seam and know what you are looking at, what caused it, and what needs to happen next.

This is not a phone job. It is a technical role that happens to be done from a desk.

Who we are

Trevors Carpets has been supplying and installing flooring for Western Australians since 1977. We are proudly WA owned and family run, with stores across the Perth metro area and regional WA, two local warehouses, and our own installation teams. Three generations of the same family have built this business on doing the job properly and standing behind it.

What the job actually involves

You are the person our customers deal with after the floor goes down. When something is not right, it lands with you and you own it through to resolution. This role forms part of our Customer Service Team.

• Assess warranty claims. Work out what has actually gone wrong from photos, site history and the customer's account of it, and whether it is a product fault, an installation issue, a site condition or a maintenance problem
• Schedule warranty inspections between customers and our installations team
• Book our Installation Managers for on site assessments where a set of eyes on the floor is the only way to call it
• Coordinate installers and technicians for repairs, touch ups and replacements
• Make sure the right materials, underlay and trims are allocated and ready before works are booked in
• Manage repair and remediation requests from first report through to final sign off
• Triage incoming cases through our case management system and keep customers informed
• Handle complaints properly. Sometimes that means explaining why a claim is not covered, and holding the line politely
• Answer flooring product enquiries

You will work day to day with our Installation Managers, installers and store teams. Their feedback and yours goes both ways.

What you need to have

Essential:

• A trade or building industry background. Flooring is ideal, whether laying, estimating, supervising or running jobs. We will also seriously consider carpenters, builders, building supervisors, site supervisors, tilers and anyone who has spent real time on residential or commercial sites
• The ability to hold a professional conversation with a frustrated homeowner, a builder and an installer in the same hour
• Confident written English. You will be documenting claims that we may need to rely on later
• Solid computer skills. Microsoft Office, Windows, and the ability to pick up a new system quickly

Highly regarded (but not Essential):

• Time served in the flooring industry in any capacity, including administration, sales, estimating or installation
• Working knowledge of flooring types (carpet, timber, hybrid, laminate, luxury vinyl plank, vinyl) and how they are installed (Ideal, but no a show stopper)
• Previous experience in a warranty, quality, defects or post sales role
• Experience with a case management, helpdesk or CRM system such as Zendesk
• Experience dealing with builders, property managers or strata

Please note: this role requires flooring or building industry knowledge. If your experience is call centre, retail or general office based only, this will not be the right fit and we will not be able to progress your application.

What is in it for you

• Your body gets a break. No more kneeling, lifting or early starts in the rain
• Monday to Friday, 8:00am to 4:30pm. No weekends, no nights, no on call
• Your trade knowledge is the reason we want you. You will use it every day, not park it
• A stable WA family business, not a franchise or an east coast head office
• Immediate start for the right person

How to apply

Hit Apply Now with your resume. A cover letter is optional, but tell us in a few lines what your trade background is and why you are looking to move off the tools.

Applicants must have the right to work in Australia. We are reviewing applications as they come in and will move quickly for the right person.

Trevors Carpets is an equal opportunity employer. We welcome applications from people of all backgrounds and are committed to a safe, respectful and inclusive workplace.

Personal information collected as part of your application will be handled in accordance with the Privacy Act 1988 (Cth) and used only for recruitment purposes.

Pay: $65,000.00 – $75,000.00 per year

Language:

• English (Required)

Work Authorisation:

• Australia (Required)

Work Location: In person