Customer Care/Warranty Representative

Drees Homes•Fort Mitchell, KY

About The Position

Drees Homes is hiring a Customer Care/Warranty Representative for its Townhomes Division. The role proactively resolves customer issues in assigned communities after home closings and completes assigned work orders. The representative handles warranty service requests, coordinates follow-up with vendors and contractors, evaluates customer complaints, conducts 90-day appointments, and keeps the customer care system accurate and current. The typical schedule is Monday through Friday, 8 AM to 5 PM, with additional hours as necessary.

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 abilities and excellent follow-up skills.
Reliable transportation.
High school diploma.
Typical schedule is Monday through Friday, 8 AM to 5 PM, plus additional hours as necessary.

Nice To Haves

Experience using an iPad is preferred.
Punch-out skills and hands-on repair skills such as painting, drywall, and carpentry are helpful.
A construction or other related college degree is a plus.
Three to five years of residential home experience is ideal.

Responsibilities

Complete assigned warranty service requests according to 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 that will 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 complete assigned work orders.