Customer Care Representative

About the role

This position is primarily responsible for meeting with homeowners to determine areas of concern and coordinate repair schedules. Once repairs are completed, you will verify the accuracy of subcontractor workmanship.

Responsibilities

• Receives calls and review correspondence from homeowners.
• Schedules appointments with homeowners.
• Conducts repair inspections with homeowners, utilizing extreme tact and diplomacy.
• Determines repairs to be made using discretion to satisfy customer requests and creates work order schedules.
• Communicates repairs needed to field and office staff; refers repair requests for unwarranted items to management.
• Communicates and coordinates with subcontractors regarding work orders and schedules; uses diplomacy in dealing with subcontractors.
• Verifies completion of subcontractor workmanship and communicates completion to office staff.
• Authorizes billing requests after reviewing submitted charges for accuracy.
• Performs other duties as assigned by Customer Care Executive.

Requirements

• High school graduate or equivalent.
• Three years of customer service experience with three to five years of construction experience.

Skills

• Detail-oriented, with strong organization, management, and follow-up skills.
• Excellent customer service skills.
• Excellent written communication and negotiating skills.
• Computer proficiency.
• Thorough knowledge of construction methods and Company and government standards.

Physical Requirements

• May visit construction sites where temperature, weather, and noise may vary.
• May encounter electrical hazards, dust, poor ventilation, dangerous machinery, moving objects, and toxic conditions.

Benefits

• Commitment to employee wellbeing and life-work balance.
• Development opportunities.
• Flexible time-off program.
• Industry-leading parental leave policy.