Customer Care Representative Summary :

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

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 5 days.
• Schedule and supervise trade partners’ repairs in homes after delivery to homeowner.
• Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 7 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 on going information to Customer Service Manager as it relates to quality of workmanship and materials.
• Work with Customer Service 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:

• One(1) to Two (2) years residential, customer care or construction field preferred
• High school diploma or GED required
• Valid driver’s license required
• Maintain regular attendance and punctuality relative to daily work schedule is required
• Excellent communication skills, verbal and written
• 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 :

The ability to operate a motor vehicle, read plans, climbs stairs, climb ladders, bend, stoop, reach, lift, and move and/or carries equipment which may be in excess of 50 pounds, occasionally operate construction equipment. Finger dexterity may be required to operate a computer keyboard and calculator.