Customer Care Representative
About The Position
The Customer Care Representative III serves as a senior-level expert responsible for managing, coordinating, and controlling new construction warranty claims in designated communities with the highest level of complexity and scope. This role provides superior customer service, serves as a trusted resource and mentor for homeowners and team members, and demonstrates advanced technical expertise in residential construction. The CC Rep III leads complex projects, provides strategic coverage for coordinator and manager positions, manages high-volume service loads, trains other representatives, and serves as an escalation point for elevated conflicts and complex structural issues.
Requirements
- Bachelor’s Degree or equivalent years of related experience.
- 4+ years of customer service experience required.
- 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.
- 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.
Responsibilities
- Schedule 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 phone calls & emails for warranty customer care.
- Organize homeowner paperwork & one year warranty files.
- Follow up on one-year warranty meetings.
- 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 Homeowner 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.
Benefits
- Company vehicle provided
- 15% bonus opportunity
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What This Job Offers
Job Type
Full-time
Career Level
Senior
