Customer Care Representative

Brookfield Asset Management•Scottsdale, AZ

3d•Onsite

About The Position

The Customer Care Representative is responsible for the day to day management and operation of his/her community. They 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.

Requirements

Customer Service experience includes at least 2 years
Communication and problem‑solving skills are strong and solution-focused.
Task management is effective, with the ability to handle multiple priorities.
Team collaboration is demonstrated through strong interpersonal skills.
Attention to detail is consistently maintained.
Basic repair tools are available for minor touch‑ups such as grout, caulking, paint, and drywall.
Physical capability includes lifting up to 50 pounds and accessing attics, crawl spaces, ladders, and stairs.
Reliable transportation is available for daily travel requirements.
Tech proficiency includes using an iPhone, iPad, Windows laptop, and MS Word, Excel, and Outlook.

Nice To Haves

1 year in the building industry preferred.
Bilingual ability in Spanish, Mandarin, Korean, or Vietnamese is considered an asset.

Responsibilities

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 The Home Book, A complete Guide to Homeowner and Homebuilder Responsibilities.
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