Customer Care/Warranty Representative

Drees Homes•Cleveland, OH

13d

About The Position

Drees Homes is seeking a Customer Care/Warranty Representative for the Cleveland area and surrounding areas. The role proactively resolves customer issues in assigned communities after home closings and completes assigned warranty work orders. The representative handles warranty service requests, coordinates follow-up with vendors and contractors, evaluates customer complaints, conducts 90-day appointments, and provides service as needed for the remainder of the year. The position also includes maintaining accurate customer-care records, communicating with customers and colleagues, 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. Compensation includes an hourly rate and bonus potential, along with 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.
Self-driven and able to work independently.
Customer-oriented, outgoing, dependable, and ethical.
Problem-solving ability and excellent follow-up skills.
Reliable transportation.
High school diploma.
3–5 years of residential home experience is ideal.

Nice To Haves

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

Responsibilities

Complete assigned warranty service requests in accordance with company policy.
Follow up on warranty requests with vendors and contractors 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 to improve processes.
Monitor and respond to email and voicemail messages daily.
Comply with the Warranty On Call procedure.