Customer Care Representative (Roseville, CA)

Brookfield Asset Management•San Ramon, CA

1d•$75,000 - $85,000•Onsite

About The Position

The Customer Care Representative is responsible for the day-to-day management and operation of his/her community, specifically Amoruso Ranch in Roseville, CA. This role serves as the primary point of contact for end-user inquiries, addressing post-escrow issues such as warranty claims, marketing initiative support, and general consumer queries. The position reports to the VP Housing Operations and is focused on ensuring customer satisfaction, fostering loyalty, and encouraging repeat and referral business. The ideal candidate will be passionate about the Brookfield mission, product, and services, aiming to deliver an exceptional homeowner experience.

Requirements

At least 2 years of Customer Service experience.
1 year of experience in the building industry preferred.
Strong and solution-focused communication and problem-solving skills.
Effective task management with the ability to handle multiple priorities.
Demonstrated team collaboration through strong interpersonal skills.
Consistently maintained attention to detail.
Basic repair tools available for minor touch-ups (grout, caulking, paint, drywall).
Physical capability includes lifting up to 50 pounds and accessing attics, crawl spaces, ladders, and stairs.
Reliable transportation for daily travel requirements.
Tech proficiency including using an iPhone, iPad, Windows laptop, and MS Word, Excel, and Outlook.

Nice To Haves

1 year in the building industry

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.
Respond to homeowner service requests, telephone calls, and emails within 24 hours or the next business day.
Review customer warranty items to ensure compliance with warranty guidelines.
Complete Work Orders and associated work order documentation in New Star Enterprise/On Location Warranty (NSE/OLW) within 15 days of initial review, ensuring all items are completed within 30 days of review.
Manage, coordinate, and verify satisfactory completion of corrective repairs performed by trade contractors or others, ensuring efficiency, promptness, neatness, and cost-effectiveness.
Ensure corrections are completed correctly the first time.
Obtain homeowner sign-off on all orientation and service request/work order items.
Approve trade partner invoices, send signed Purchase Orders (PO) to trade partners, and prepare Self-Insured Retention (SIR) and back charge documentation as appropriate.
Update OLW assessment notes daily or as work order status changes.
Attend weekly site meetings.
Maintain positive customer relationships through the “Customer Outreach Program” and document contact on department spreadsheets.
Meet with Homeowners during scheduled Extraordinary Touch Points (ETP’s), attempting phone contact if the homeowner is unavailable, and using email/text only as a last resort.
Provide personal, at-home maintenance training to homeowners at the 18th and 23rd month as part of the Homeowner Extended Care Program.
Encourage homeowners to take surveys and follow up when directed.
Perform other duties as set forth by the Customer Care Manager/Director.