Customer Care Representative / Senior Customer Care Representative

Position Job Title :

• Customer Care Representative / Senior Customer Care Representative  FLSA Status :              Hourly Non-Exempt Job Location :            Field Position Summary    To ensure homeowner requests are answered quickly, thoroughly, and professionally.
• Essential Duties and Responsibilities include the following.
• Other duties may be assigned.
• Attend the pre-Construction meeting with Site Manager and homebuyer to shape expectations and explain the homebuilding process.
• Conduct the new home orientation to educate the buyer in the operation of appliances and other special features of their home as well as to shape expectations and explain Warranty and Maintenance procedures.
• Provide a Quality Control Walk on each home prior to the new home orientation Supervise all trade contractors completing customer care service requests to ensure that all issues are addressed and quality repairs are made as required.
• Maintain field files documenting all customer care activities.
• Approve all service-related invoices for payment.
• Identify recurring warranty items and work with construction team members and trade contractors to eliminate or minimize them.
• Perform regular maintenance on inventory homes.
• Work with the project team to prepare model homes for grand openings.
• On a periodic basis, serve as the contact for weekend emergency service.
• Work closely with the Site Manager to prepare homes for the New Home Orientation.
• Prepare Homeowner Manuals for the New Home Orientation.
• Monitor customer survey results to determine possible areas for improvement.
• Provide input to the purchasing team and / or sales agent regarding potential maintenance issues involving specification and option selections for a given model complex or project.
• Make recommendations for improving the customer care / warranty process.
• Provide leadership to team members by modeling the company values, vision and operating principles.
• Managerial Responsibility This position does not supervise other employees.
• Position Qualifications High school diploma or equivalent required A minimum of one year experience in customer service in the building industry preferred Possess superior customer relations skills Good verbal and written communication skills Legible penmanship Ability to work independently and as part of a team Maintain a professional appearance and a “can-do” attitude Must be highly organized Must be able to multi-task This position often requires driving during the workday; Valid Driver License required.
• As a contingency of employment, a background check, inclusive of an MVR, will be completed.

Base Salary :

Benefits :