Customer Care Representative

About the Role

Tri Pointe Homes Utah is seeking an experienced, enthusiastic Customer Care Representative to join our team. This role focuses on delivering exceptional customer experiences to homeowners while adhering to company expectations and warranty guidelines.

Responsibilities

• Respond to homeowner issues in a timely, efficient, and professional manner—related to warranty items—via in-person, phone, email, or text communications.
• Perform accurate assessments of service requests to determine warranty coverage.
• Build and maintain strong relationships with homeowners, Customer Care Coordinators, and trade partners, providing regular updates on service requests, product information, and warranty details.
• Conduct follow-up communications to ensure 100% completion of warranty repairs to the homeowner’s satisfaction.
• Actively participate in Eliant Survey reviews and follow up with homeowners and trade partners to improve survey response rates and satisfaction results.
• Perform quality control inspections and homeowner orientations within company guidelines.
• Complete work orders, orientations, quality walks, purchase orders, and other Customer Care documents accurately and promptly.
• Manage and control warranty costs, including negotiating with trade partners, tracking expenditures, and reviewing estimates and invoices.
• Collaborate with sales and construction teams, attend weekly site meetings, and work with trade partners to deliver quality new homes.
• Develop and maintain up-to-date product and home care knowledge to educate homeowners on features, maintenance, and performance expectations.
• Assist construction teams in preparing and ensuring quality control of new homes before delivery.
• Maintain model homes in excellent condition for homebuyer presentations.
• Update Customer Care databases with scheduling, service providers, and other required information.
• Coordinate and schedule trade partners for repairs, ensuring accurate timelines for multi-trade requests.
• Understand scopes of work and engage trade partners to improve quality and efficiency.
• Perform minor home repairs, adjustments, and modifications, including emergency responses.
• Track industry trends and collaborate with production and purchasing departments to identify improvement opportunities.
• Maintain a safe, civil, and clean work environment, adhering to safety policies and reporting unsafe conditions.
• Review Customer Care reports and data to identify and execute areas for improvement.

Requirements

• High school diploma or GED desired; equivalent combination of education and experience considered.
• 1+ years of residential customer care or construction field experience preferred.
• Valid Driver’s License required.
• Strong interpersonal, written, and verbal communication skills.
• General knowledge of construction, customer service, and/or home repair.
• Ability to prioritize multiple tasks and deliver timely results.

Physical Requirements

• Frequent balancing, standing, walking, sitting, listening, and speaking.
• Extensive driving between locations.
• Occasional bending, kneeling, crawling, lifting, and/or moving up to 50 pounds.

Tri Pointe Homes is committed to building a diverse and talented team. Please note that this position does not accommodate visa sponsorship (e.g., H1B, OPT).