Customer Care Representative

Pahlisch Homes•Portland, OR

13d•Hybrid

About The Position

The Customer Care Representative is responsible for managing, coordinating, and controlling new construction warranty claims in designated communities. This role will provide superior customer service and be a trusted resource for homeowners, ensuring the company’s quality standards while continually exceeding customer’s expectations. The role requires a strong customer service focus, an innovative spirit, and the ability to manage warranty claims effectively. The position involves performing onsite home inspections, minor repairs, and coordinating with internal and external departments to ensure timely and quality completion of warranty claims. Daily tasks include quality control inspections, warranty claim assessments, defect cause analysis, and construction troubleshooting. The representative will also manage trade partner workmanship verification and documentation, assist the Customer Care Team with various administrative tasks, and track trade partner open tickets. Additionally, the role involves conducting new homeowner presentations before closing and managing an active service load of 30+ open items with aging of open items ≤ 18 days. The representative will also efficiently complete one or more New Home Delivery (NHD) meetings per day, including preparation and follow-up.

Requirements

Bachelor’s Degree or equivalent years of related experience
4+ years of customer service experience required
Intermediate/Advanced knowledge of Microsoft Suite Products (Outlook, Word, Excel)
Must possess a valid driver's license
Ability to work extended hours as needed to meet with homeowners
Ability to navigate new home attics and crawlspaces

Nice To Haves

2+ years of construction field experience preferred
Warranty experience preferred
General knowledge of the residential building industry and the ability to use general building tools and equipment

Responsibilities

Be a trusted resource for scheduling appointments with homeowners and perform onsite home inspections within the warranty
Evaluate warranty requests and determine needs with the utmost professionalism
Perform minor home repairs, adjustments, and modifications
Basic familiarity with reading and assessing blueprints
Display empathy while providing superior customer service on the phone, in person and via email
Maintain professionalism in difficult customer interactions.
Respond to customer phone calls & emails in a timely and professional manner
Organize homeowner paperwork & one year warranty files
Follow-up on one-year warranty meetings
Work with internal and external departments to ensure homes are ready for new home demonstration meetings and that warranty claims are completed in a quality and timely manner.
Communicate and coordinate work orders with Trade Partners and/or manufacturers
Daily tasks include quality control inspections, warranty claim assessments, defect causes, & construction troubleshooting
Verify completion of Trade Partner workmanship and accurately documents completion
Assist Customer Care Team with scheduling, Trade base warranty follow-up, data-entry, filing & product/warranty research
Manage, follow up and track trade partner “open tickets” and coordinate scheduling
Attend company, department, region, and community meetings
Conduct in-depth home presentations with new homeowners before closing
Perform other related duties as assigned
Successfully manage an active service load of 30+ open items with aging of open items ≤ 18 days.
Efficiently complete one or more New Home Delivery (NHD) meetings per day, including preparation and follow-up.