Customer Care Field Rep

Major Duties And Responsibilities

• Generate Reports:
  • Look for recurring problems with Warranty, Builders, and Trade Contractors, and report them to the Director of Customer Care.
  • Monitor field homes monthly – checking their condition and reporting any problem or upkeep needed to the Builder & DOC.
  • Establish and maintain accuracy in the following reports:
    • Incomplete Items & Resolutions Form
    • Warranty Agreement & Limitations Form
  • Be available to answer phone calls, contact trades, generate reports, and submit service requests, when necessary, if Customer Care Office Manager is unavailable to do so.
  • Follow up on items that are not complete at time of closing with builder and DOC.
  • Meet homeowner at Home Complete Appointment to ensure home meets or exceeds quality standards and homeowner acceptance is 100% complete. Any items not complete will be addressed by builder and reported to builder, DOC, Office Manager
  • Help Monitor Performance For Trade Contractors For Builders
  • Be proactive in addressing problem areas with the Director of Construction.
  • Perform Field Inspections Of Service Calls When necessary, perform a field visit to assess a reported problem.
  • Involves appropriate parties (Director of Construction, Builder, Trade Contractor, and Vendor) to determine the cause of and the solution to the problem.
  • Schedule work to be performed in conjunction with the Customer Care Specialist and follow up to insure timely and quality completion.
  • Issue SO requests to office manager
• Accept Home from Builder
• Performs Quality Assurance Walks
• Walks with builder 30 days before estimated home completion to determine if any issues or non-completed items would delay a closing or cause there to be outstanding items at time of closing. Communicate those issues to DOC and Closing Department.
• Other duties as assigned.

Qualifications

• College degree preferred
• Minimum of 2 years Customer Service/Field experience preferred
• Great attitude with customers and employees and must be friendly and hospitable
• Typing/Computer Skills such as Microsoft Office suite
• Ability to represent Ideal Homes through the lens of company Core Values

Days/Hours

• Monday through Friday
• FLSA Status Non-Exempt

Physical Demands

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.
• The employee spends the majority of his/her time assisting with office responsibilities.

Work Environment

• The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The noise level in the work environment is usually moderate.
• The employee spends the majority of his/her time assisting with office responsibilities.