Job Description

We are seeking a dedicated and detail-oriented Customer Care Representative to join our team. The ideal candidate will be responsible for managing all facets of estimating, contracting, root cause analysis, outlining scope of work, and vendor relations. The candidate will also ensure the highest level of operational integrity while working collaboratively with internal and external partners to achieve the highest level of customer satisfaction.

Responsibilities

• Provide consistency through evaluating all aspects of the home building processes and customer experience with emphasis on construction quality, customer care, customer communication, inter-department communication, procedures and training.
• Partner with Construction Manager’s to identify and correct trending service items at root cause timing or prior.
• Provide quality control for finished product via Quality walk verification audits.
• Schedule and supervise trade partner repairs in homes after delivery to homeowner.
• Schedule service inspections with homeowners, assess routine warranty claims and follow through to completion of service requests.
• Provide accurate and timely information to Department Manager as it relates to the scheduling, quality of workmanship and repairs through a warranty portal system discipline.
• Maintain positive homeowner relations; provide homeowner with knowledgeable, timely and professional service.
• Evaluate trade partner and product performance.
• Participate in emergency call procedures on an as needed basis.
• Build and maintain trade partner relations.
• Participate and attend department and team meetings.
• Participate in customer care safety and trade meetings.
• Provide input and share customer care best practice processes and cost saving strategies.
• Keep accurate service request logs and documentation of all work performed.
• Perform all other duties as assigned.

Qualifications

• Minimum of 1 year of experience in customer care and/or in-field vertical construction experience.
• Excellent communication skills (verbal and written).
• Strong organizational and interpersonal skills.
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relation matters.
• Detail oriented with an expertise in root cause analysis.
• Works well under pressure.
• Capable of handling multiple tasks with simultaneous deadlines.
• Valid Driver’s License with a good driving record.
• Valid Auto Insurance coverage.
• Interact and perform well in a cross functional team environment.
• Knowledge of construction practices and procedures, building science and building codes.
• Ability to read and interpret blueprints.
• Computer literacy and proficiency in MS Office products (Word, Outlook, and Excel).

Physical Requirements

• The ability to work eight (8) hours per day at times in the confined quarters of a construction environment.
• The ability to operate a motor vehicle, climb stairs, climb ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 30 pounds.

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