Customer Care Representative

Overview

The Customer Care Representative is responsible for the day-to-day management and operation of their community. They will be the first point of contact for end-user inquiries, post-close-of-escrow issues (including warranty claims, marketing initiative support, and other general consumer queries).

Key Responsibilities

• Collaborate with the site construction team and conduct Pre-orientation Walks to enforce Brookfield Residential quality standards in all new homes.
• Participate in the Orientation and Welcome Home Tour process for smooth delivery of the home, and the transitioning of the homeowner, into the care of the Customer Care department.
• Have a thorough knowledge of the Fit and Finish One-year Limited Warranty and Performance Guidelines outlined in The Home Book, A complete Guide to Homeowner and Homebuilder Responsibilities.
• Respond to homeowner request for service, telephone calls, and emails within 24 hours or next business day.
• Review customer warranty items to ensure compliance to warranty guidelines.
• Complete Work Orders and associated work order documentation in New Star Enterprise/On Location Warranty (NSE/OLW) 15 days after the initial review and not exceed our commitment to the homeowner that all items will be completed 30 days from date of review.
• Manage, coordinate, and verify satisfactory completion of corrective repairs performed by trade contractors or others. Ensure work is completed as efficiently, promptly, neatly, and as cost-efficiently as possible.
• Ensure corrections are completed right the first time.
• Avoid homeowner sign off on all orientation and service request/work order items.
• Approve trade partner invoices, send signed Purchase Order (PO) to trade partner, prepare Self-Insured Retention (SIR) and back charge documentation (as appropriate).
• Update the OLW assessment notes daily or as work order status changes.
• Attend weekly site meetings.
• Maintain a positive customer relationship through the “Customer Outreach Program.” Document contact on department spreadsheet.
• Document contact on department spreadsheet.
• Perform other duties as set forth by the Customer Care Manager/Director.

What You'll Bring

• Customer Service experience includes at least 2 years, with 1 year in the building industry preferred.
• Communication and problem-solving skills are strong and solution-focused.
• Bilingual ability in Spanish, Mandarin, Korean, or Vietnamese is considered an asset.
• Task management is effective, with the ability to handle multiple priorities.
• Team collaboration is demonstrated through strong interpersonal skills.
• Attention to detail is consistently maintained.
• Basic repair tools are available for minor touch-ups such as grout, caulking, paint, and drywall.
• Physical capability includes lifting up to 50 pounds and accessing attics, crawl spaces, ladders, and stairs.
• Reliable transportation is available for daily travel requirements.
• Tech proficiency includes using an iPhone, iPad, Windows laptop, and MS Word, Excel, and Outlook.

What We Offer

• Competitive compensation and total rewards package
• Excellent extended medical, dental and vision benefits beginning day 1
• 401(k) matching, vesting begins day 1
• Career development programs
• Charitable donation matching
• Paid Volunteer Hours
• Paid parental leave
• Family planning assistance including IVF, surrogacy and adoptions options
• Wellness and mental health resources
• Pet insurance offering