Customer Care Representative

About the role

The Customer Care Representative III serves as a senior-level expert responsible for managing, coordinating, and controlling new construction warranty claims in designated communities with the highest level of complexity and scope. This role provides superior customer service, serves as a trusted resource and mentor for homeowners and team members, and demonstrates advanced technical expertise in residential construction.

Responsibilities

• Be a trusted resource for homeowners
• Schedule appointments with homeowners and perform onsite home inspections within the warranty
• Evaluate warranty requests and determine needs with the utmost professionalism
• Perform minor home repairs, adjustments, and modifications
• Display empathy while providing superior customer service on the phone, in person and via email
• Maintain professionalism in difficult customer interactions
• Respond to phone calls & emails for warranty customer care
• Organize homeowner paperwork & one year warranty files
• Follow up on one-year warranty meetings
• Work with internal and external departments to ensure homes are ready for new NHD meetings and that warranty claims are completed in a quality and timely manner
• Communicate and coordinate work orders with Trade Partners and/or manufacturers
• Conduct quality control inspections, warranty claim assessments, defect causes, & construction troubleshooting
• Verify completion of Trade Partner workmanship and accurately documents completion
• Assist Homeowner Care Team with scheduling, Trade base warranty follow-up, data-entry, filing & product/warranty research
• Manage, follow up and track trade partner “open tickets” and coordinate scheduling
• Attend company, department, region, and community meetings
• Conduct in-depth home presentations with new homeowners before closing
• Perform other related duties as assigned

Requirements

• Bachelor’s Degree or equivalent years of related experience
• 4+ years of customer service experience required
• 2+ years of construction field experience preferred
• Warranty experience preferred
• General knowledge of the residential building industry and the ability to use general building tools and equipment
• Intermediate/Advanced knowledge of Microsoft Suite Products (Outlook, Word, Excel)
• Must possess a valid driver's license
• Ability to work extended hours as needed to meet with homeowners

Skills

• Taking Responsibility: Completing tasks without being prompted; working constructively with others to complete projects; and exercising initiative beyond just the scope of a job description
• Communication: The ability to interact and exchange information effectively with others; keeping stakeholders informed of important information in a timely manner and engaging in meaningful dialogue that results in greater clarity
• Individual Development: Taking ownership over developing holistically as a person: mentally, socially, spiritually, emotionally, &/or physically…enhances balance and improves the workplace experience
• Embracing a Growth Mentality: Believing abilities/skills can be developed through effort, learning, and persistence

Benefits

Role is eligible for a 15% bonus opportunity and company vehicle is provided for frequent travel within the Tri-Cities area