Customer Care/Warranty Representative

Drees Homes • Irving, TX

6d • Onsite

About The Position

Drees Homes is seeking a Customer Care Representative in Dallas, Texas. The role proactively resolves customer issues in assigned communities after home closing and completion of assigned work orders. The representative completes warranty service requests, coordinates follow-up with vendors and contractors, evaluates complaints and reports solutions, conducts customer orientations, and maintains accurate customer care records. The role also involves monitoring and responding to messages, following the Warranty On Call procedure, and recommending process improvements.

The position typically follows a Monday–Friday, 8:00 a.m.–5:00 p.m. schedule, with additional hours as necessary. Compensation includes an hourly rate and bonus potential. Drees Homes is a family-owned home builder headquartered in Fort Mitchell, Kentucky, operating in twelve metropolitan areas. The company describes its values as integrity, excellence, opportunity, stability, and success.

Requirements

• At least 1 year of residential home experience.
• High school diploma.
• Reliable transportation.
• 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.
• Organized, detail-minded, and adaptable.
• Self-driven and able to work independently.
• Ability to follow through to a satisfactory conclusion.
• Customer-oriented, outgoing, dependable, and ethical.
• Problem-solving abilities and excellent follow-up skills.

Nice To Haves

• Experience using an iPad.
• Punch-out skills and hands-on repair skills such as paint, drywall, or carpentry.
• Previous customer care experience.
• Construction or other related college degree.

Responsibilities

• Complete assigned warranty service requests within company policy guidelines.
• Follow up on warranty requests to vendors and contractors to ensure prompt service to customers.
• Evaluate customer complaints and report solutions.
• Conduct 60-day and yearly Customer Orientations.
• 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.
• Proactively resolve customer issues in assigned communities after home closing and completion of assigned work orders.

Benefits

• Medical, dental, and vision insurance.
• Life, AD&D, and critical illness insurance.
• Wellness rewards.
• 401(k) savings plan.
• Profit sharing.
• Paid time off that increases with tenure.
• Tuition reimbursement.
• Long- and short-term disability coverage.
• Parental leave.
• Employee discount program on the purchase of a Drees Home.
• Employee Assistance Program.
• Bonus potential.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED