Customer Care Representative

Clayton Homes•Austin, TX

12d•Hybrid

About The Position

The Customer Care Representative is responsible for resolving warranty calls made by Brohn homeowners. This involves visiting homes to inspect issues, determine warranty eligibility, and coordinate with customers, vendors, and subcontractors for prompt resolution. The role requires managing resolutions across multiple assigned communities, with work primarily conducted from vehicles or construction trailers, and in or around customers' homes. A strong commitment to customer satisfaction and maintaining company quality standards is essential.

Requirements

Knowledge of construction is a plus.
Considerable initiative and drive.
Self-starter/motivated.
Ability to balance multiple and competing priorities simultaneously.
Problem-solving skills are a must.
Ability to see the Big Picture while maintaining focus on day-to-day details.
Excellent written and verbal communication skills.
Ability to listen.
Ability to deal with and remain calm in confrontational situations and deal with negativity.
Positive attitude.
Excellent time management, organizational, and scheduling skills.
Detail-oriented.
Resourceful and innovative.
Curiosity and open-mindedness.
Ability to show empathy.

Responsibilities

Conduct QA walks and buyer walks.
Resolve warranty calls by visiting homeowners' homes to inspect issues.
Determine warranty eligibility for reported issues.
Work with customers, vendors, and subcontractors to resolve issues.
Manage and schedule repairs with contractors and customers.
Complete repairs and coordinate vendor involvement when necessary.
Follow up to inspect and ensure the completion of all repairs.
Instruct customers on home maintenance and communicate non-warrantable items.
Professionally handle objections and say 'no' when necessary.
Manage legal paperwork.
Maintain a high level of visibility in the home building business and promote communities.
Assure the quality of homes in their assigned areas meets company standards.