New Home Construction Warranty Client Care Rep

Homes By Dickerson Inc•Raleigh, NC

About The Position

The Client Care Representative (CCR) helps elevate the client experience by managing daily home warranty activities in collaboration with homeowners, other Client Care Representatives and the Coordinator, subcontractors, and vendors. Following a home's closing, the CCR manages the 3- and 10-month customer check-ins and handles unexpected or urgent warranty items through completion. The role also provides relevant information to management and includes attending seminars, training sessions, and company meetings on production-related subjects.

Requirements

At least 3 years of customer service experience specifically within residential construction, home warranty, or property management.
Basic understanding of residential building practices, warranties, and/or construction trades.
Local to the Triangle, North Carolina area and able to travel daily within the region.
Valid state-issued driver's license and clean driving record.
High school diploma or equivalent.
Excellent verbal communication skills.
Strong task orientation, attention to detail, and a proactive problem-solving mindset.

Nice To Haves

Associate or bachelor's degree.

Responsibilities

Maintain clear, proactive, and empathetic communication while in the field to support timely issue resolution.
Diagnose residential construction defects, troubleshoot field issues, and determine the scope of warranty repair work.
Verify repairs meet company standards and confirm homeowner satisfaction through knowledgeable, friendly support.
Educate homeowners about non-warrantable items, out-of-warranty requests, and other declined requests, explaining the reasons behind decisions.
Share guidance and solutions with the team and clients.
Maintain accurate, clear administrative documentation and photographs related to requests.
Take action to meet others' needs and respond to problems.
Maintain professional composure during schedule changes, urgent field emergencies, and unexpected disruptions.
Adapt to changing field circumstances to meet project and company goals.
Work across departments and assist fellow Client Care Representatives in achieving team goals.
Participate in mentorship, company training, and cross-functional production meetings.
Provide pertinent information to management and attend seminars, training sessions, and company meetings on production-related subjects.