Customer Care Representative

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

Responsibilities

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product
• Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc.
• Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within five (5) days
• Schedule and supervise trade partner repairs in homes after delivery to homeowner
• Respond and make contact to service claims via the Regional Operating Center or the division within 48 hours of receipt
• Set inspection of service claim within seven (7) days of receipt
• Set work appointment with trades to make needed repairs within 10 days
• Complete the agreed upon warranty items for the customer in one visit to the home 80% percent of the time on the initial work appointment
• Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 23 days
• 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. Provide ongoing information to Customer Care Manager as it relates to quality of workmanship and materials
• Participate in emergency on call rotation service schedule
• Work with Customer Care Manager on special projects or Division President 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

EDUCATION AND ADDITIONAL REQUIREMENTS:

• Two (2) years residential customer care or construction field preferred
• 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
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PHYSICAL REQUIREMENTS:

Requires the ability to work 8 hours per day in the confined quarters of a construction trailer, 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.