Customer Care Representative

Tri Pointe Homes Holdings • Dripping Springs, TX

285d

About The Position

Tri Pointe Homes is about more than homes, we are about people. We are committed to changing the lives of our customers and employees. Our passion for creating communities does not end with our customers. If this sounds like a career for you, apply to be a part of our great team. Tri Pointe Homes Austin is looking for an experienced, enthusiastic individual to join our talented group as a Customer Care Representative.

Requirements

• High School diploma or GED required.
• A minimum of 3 months of demonstrated experience in home construction including Customer Care or repair; or an equivalent combination of education and experience.
• A minimum of 1 year of residential, customer care, or construction field experience is preferred, but not mandatory.
• Must possess a valid Driver's License.

Responsibilities

• Respond to homeowner issues in a timely, efficient, neat, courteous, professional, and appropriate manner related to warranty items that need repair.
• Perform accurate assessments of all service requests submitted by homeowners to determine what is covered, not covered.
• Build strong relationships and maintain appropriate and regular contact with homeowners, Customer Care Coordinators, and trade partners.
• Conduct follow-up communications with homeowners and trade partners to ensure 100% of all warranty repairs have been completed timely to the homeowner's satisfaction.
• Actively participate in Eliant Survey reviews and follow up with homeowners and trade partners to increase survey response rates and satisfaction results.
• Perform quality control inspections and homeowner orientation within company guidelines.
• Complete all work orders, orientations/quality walks, purchase orders, and any other Customer Care documents or essential work processes in an accurate and timely manner.
• Control and be responsible for all warranty costs.
• Negotiate with trade partners and/or investigate above normal estimates and invoices.
• Track individual expenditures in Concur or other accounting programs.
• Work collaboratively with sales and construction team members, attend weekly site team meetings.
• Point out any special conditions or issues on existing properties to customers.
• Develop and maintain up-to-date product and home care knowledge.
• May assist construction team members to ensure the proper preparation and quality control finish of each new home before delivery to homebuyers.
• Collaborate with Sales team members to ensure model homes are maintained in excellent condition.
• Update Customer Care database and/or IT application systems with scheduling dates, service providers, and other information required.
• Coordinate and schedule trade partners to perform necessary Customer Care repairs.
• Create and confirm accurate schedules for Customer Care requests that may require more than one trade.
• Thoroughly understand scopes of work and engage trade partners to improve quality and efficiency.
• Perform minor home repairs, adjustments, and modifications for homeowners.
• Track and review industry trends and work with production and purchasing departments on improvement opportunities.
• Seize opportunities to benchmark and share best practices with other division offices and departments.
• Assist in maintaining a safe, civil, and clean work environment within all work sites.
• Regularly review Customer Care reports and data to identify and execute areas for improvement.

What This Job Offers

• Education Level: High school or GED