Customer Care/Warranty Representative

Drees Homes•Fort Mitchell, KY

About The Position

Drees Homes is seeking a Customer Care/Warranty Representative for its Townhomes Division. The role proactively resolves customer issues in assigned communities after home closings and completion of assigned work orders. The representative completes and follows up on warranty service requests, assesses customer complaints, conducts 90-day appointments, and provides service as needed for the remainder of the year. The position also involves maintaining accurate customer-care records, monitoring and responding to email and voicemail daily, recommending process improvements, and complying with the Warranty On Call procedure. The typical schedule is Monday through Friday, 8 AM to 5 PM, with additional hours as necessary. The posting describes an excellent hourly rate, bonus potential, and a comprehensive benefits package that includes profit sharing and 401(k) plans.

Requirements

Ability to diplomatically and effectively handle stressful customer situations, including conflict resolution.
Excellent verbal and written communication skills with internal and external customers.
General knowledge of residential construction and the homebuilding process.
Basic computer skills.
Ability to work independently and be self-driven.
Customer-oriented, outgoing, dependable, and ethical.
Problem-solving ability and excellent follow-up skills.
Reliable transportation.
High school diploma.
Three to five years of residential home experience is described as ideal.

Nice To Haves

Experience using an iPad.
Punch-out and hands-on repair skills, including paint, drywall, and carpentry.
A college degree in construction or a related field.

Responsibilities

Complete assigned warranty service requests within company policy guidelines.
Follow up with vendors and contractors on warranty requests to ensure prompt customer service.
Evaluate customer complaints and report solutions.
Conduct 90-day appointments and provide service as needed for the remainder of the year.
Keep the customer-care system up to date and accurate.
Recommend changes that will improve processes.
Monitor and respond to email and voicemail messages daily.
Comply with the Warranty On Call procedure.