Customer Service Representative, AZ

Optima, Inc.•Scottsdale, AZ

10d

About The Position

The Customer Service Representative manages the customer experience for new owners in Optima’s condominiums. The role works proactively with condo owners, subcontractors, property management, and Optima employees—both in person and by phone—to welcome homeowners, conduct inspections and orientations, answer questions, schedule repairs, and resolve claims. The representative works cross-functionally and applies attention to detail to support Optima’s customer satisfaction goals. The position also educates owners about home systems and service requirements, coordinates warranty requests and repairs, maintains homeowner materials and records, responds to emergency calls, and assists with finish punch lists as needed. Optima is a design-driven real estate development firm with offices in Illinois and Arizona. It develops, designs, builds, and manages residential communities, and describes its commitments as including design, innovation, sustainability, and customer-focused management.

Requirements

At least 3–5 years of hands-on experience working with construction trades, laborers, building maintenance, or property management.
Ability to exercise sound judgment, work independently, and perform in a self-directed manner with little supervision.
Strong verbal, written, and interpersonal communication skills, with professionalism.
Ability to anticipate and proactively resolve issues and problems.
Detail-oriented and flexible in a fast-paced, dynamic environment with changing priorities.
Strong work ethic and a high degree of honesty and integrity.
Proficiency in Microsoft Office.

Nice To Haves

Experience with Conasys and Procore.

Responsibilities

Educate unit owners about the functionality and service requirements of their homes, including appliances, plumbing, HVAC, and common areas.
Schedule and conduct new-home orientations and 30-day and 11-month warranty requests.
Manage scheduling for inspections and warranty work, which may require contacting owners after hours or on weekends.
Review and resolve warranty claims promptly, coordinating with subcontractors and the construction team.
Organize homeowner closing materials, use and care guides, files, and reports.
Be available and responsive to emergency calls 24/7.
Develop and maintain relevant professional contacts and resources.
Collaborate with architects, project managers, superintendents, property managers, and Optima owners, contributing to a collegial atmosphere and supporting company objectives.
Assist with finish punch lists on the construction side as needed.