Customer Care Representative

New Home • Surprise, AZ

43d • $36 - $41

About The Position

The Customer Care Representative plays a key role in delivering an exceptional homeowner experience by managing the post-sale customer journey from pre-construction through the warranty period. This position is responsible for managing warranty requests and overseeing service work. The role requires strong communication skills, attention to detail, and the ability to coordinate effectively with homeowners, trade partners, and internal teams.

Requirements

• High school diploma or GED required.
• Minimum 2-3 years of customer service experience, industry experience preferred.
• Superior customer service and relationship-building skills.
• Strong verbal and written communication abilities.
• Highly organized and detail oriented.
• Ability to manage multiple tasks and projects in a dynamic environment.
• Comfortable working independently and collaboratively as part of a team.
• Professional appearance and a positive, "can-do" attitude.
• A valid driver's license and active vehicle insurance is required at all times.
• This position is a safety sensitive position and includes tasks or duties that could affect the safety and health of the employee performing the task and others.
• This position requires safety training provided by the company.

Nice To Haves

• Experience using Build Pro is preferred.

Responsibilities

• Manage expectations and educate homeowners on home features, warranty coverage, and maintenance procedures.
• Evaluate and process homeowner warranty requests; conduct home walkthroughs and regular customer care visits throughout the warranty cycle.
• Address homeowner concerns promptly and escalate complex issues to management as needed.
• Coordinate and supervise trade partners and subcontractors to complete repairs safely, efficiently, and to quality standards.
• Generate work orders and purchase order requests for all warrantable repairs; review and approve service-related invoices.
• Maintain accurate field files and documentation of all customer care activities.
• Support weekend emergency service coverage on a rotating basis.
• Monitor customer feedback and surveys to identify trends and suggest process improvements.
• Collaborate with construction and purchasing teams to reduce recurring warranty issues and contribute to product improvement efforts.
• Lead by example in promoting company values, vision, and professional standards.

Benefits

• In addition to competitive health insurance coverage for team members and their dependents, Risewell Homes also provides comprehensive benefits such as generous paid time off policies, like vacation, holidays, sick leave, jury duty, and bereavement; paid disability, parental and military leave; company-sponsored and voluntary term life, AD&D, and short- and long-term disability insurances; a 401(k) retirement plan with employer matching; and a wellness incentive program to help team members thrive both personally and professionally.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees