Customer care representative Jobs in Irvine, CA

Job Description

Your Team

The Customer Care Representative is responsible for the day to day management and operation of his / her community. This person will be the first point of contact for end–user inquiries, post close of escrow issues (including warranty claims, marketing initiative support, and other general consumer queries). This position will report to the Customer Care Field Manager and Director of Customer Care.

The first concern at all times should be the reasonable satisfaction of Brookfield Residential customers to ensure the cost effective retention of our customer’s loyalty and the creation of repeat and referral homebuyers. To understand the Brookfield mission and be passionate about our product and services; to give the best homeowner experience ever.

Your Key Deliverables

• Collaborate with the site construction team and conduct Pre-orientation Walks to enforce Brookfield Residential quality standards in all new homes.
• Participate in the Orientation and Welcome Home Tour process for smooth delivery of the home, and the transitioning of the homeowner, into the care of the Customer Care department.
• Have a thorough knowledge of the Fit and Finish One-year Limited Warranty and Performance Guidelines outlined in
• Respond to homeowner request for service, telephone calls, and emails within 24 hours or next business day.
• Review customer warranty items to ensure compliance to warranty guidelines.
• Complete Work Orders and associated work order documentation in New Star Enterprise / On Location Warranty (NSE / OLW) 15 days after the initial review and not exceed our commitment to the homeowner that all items will be completed 30 days from date of review.
• Manage, coordinate, and verify satisfactory completion of corrective repairs performed by trade contractors or others. Ensure work is completed as efficiently, promptly, neatly, and as cost-efficiently as possible.
• Ensure corrections are completed right the first time.
• Obtain homeowner sign off on all orientation and service request / work order items.
• Approve trade partner invoices, send signed Purchase Order (PO) to trade partner, prepare Self-Insured Retention (SIR) and back charge documentation (as appropriate).
• Update the OLW assessment notes daily or as work order status change.
• Attend weekly site meetings.
• Maintain a positive customer relationship through the “Customer Outreach Program.” Document contact on department spreadsheet.
• Meet with Homeowners during scheduled Extraordinary Touch Points (ETP’s). If homeowner is not available, then attempt to speak to homeowner on the phone; send email / text only as a last resort.
• Participate in the Homeowner Extended Care Program : Provide personal, at home, maintenance training to homeowners at the 18th and 23rd month.
• Encourage homeowners to take surveys and follow up when directed.
• Perform other duties as set forth by the Customer Care Manager / Director.

Must Haves

Nice to Haves

Your Opportunity

We are proud to offer our employees what they value most :

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Brookfield Properties participates in the to confirm the eligibility of candidates to work in the United States.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.