Customer Care Representative

Overview

Interfaces with homebuyer and trade partners to perform final orientations and diagnose, schedule and complete warranty service work.

Responsibilities

• Conduct homeowner celebrations, acquainting homeowner with operation and function of home, educate homeowner on proper homeowner maintenance, etc.
• Conduct homeowner sign offs after initial celebration.
• Schedule and supervise trade partner warranty repairs in homes after delivery to homeowner.
• Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests.
• Perform phone bank monthly to follow up on homeowner satisfaction.
• Perform 30 day and 330 day TLC’s.
• Provide accurate and timely information to Customer Care Manager on progress and scopes of work.
• Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service.
• Evaluate trade partner and product performance.
• Perform on call rotation.
• Work with Customer Care Manager on special projects as needed.
• Participate and attend department meetings.
• Keep accurate service request logs and documentation of all work performed.
• Perform all other duties as assigned.

Qualifications

• Three (2)+ years in residential customer care, Customer service, or construction field
• High school diploma or GED preferred, but will accept equivalent work experience
• Valid driver’s license
• Maintain regular attendance and punctuality relative to daily work schedule is required
• Excellent communication skills, verbal and written
• Basic skills in Microsoft Office
• Strong organizational and interpersonal skills
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relations
• Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines
• Follow directions from a supervisor
• Understand and follow work rules and procedures
• Accept constructive feedback
• Team player

PHYSICAL REQUIREMENTS:

Requires the ability to work eight (8) hours per day in the confined quarters of a construction trailer, outside elements, the ability to operate a motor vehicle, read Plans, climb stairs, climb ladders, bend, stoop, reach, lift, move, and/or carry equipment which may be in excess of 50 pounds.  Finger dexterity may be required to operate a computer keyboard and calculator.

#CB

Type

Regular Full-Time