Customer Care Representative
Position Highlights
Position Responsibilities
Position Qualifications
Physical Requirements
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Equal Opportunity Employer
California Consumer Privacy Act Notice
Position Responsibilities
Respond to homeowner issues in a timely, efficient, neat, courteous, professional, and appropriate manner - related to warranty items that need repair, within the parameters of the warranty manual, company brand/ division guidelines, and Customer Care department’s policies and procedures (this includes communicating in person, phone, email or text).
Perform accurate assessments of all service requests submitted by homeowners (to determine what is covered, not covered).
Build strong relationships and maintain appropriate and regular contact with homeowners, Customer Care Coordinators, and trade partners with updates regarding Customer Care requests, product information, and warranty coverage details.
Conduct follow-up communications with homeowners and trade partners to ensure 100% of all warranty repairs have been completed timely to the homeowner’s satisfaction.
Actively participate in Eliant Survey reviews and follow up with homeowners and trade partners to increase survey response rates and satisfaction results.
Conduct quality control inspections and homeowner orientation within company guidelines.
Complete all work orders, orientations/quality walks, purchase orders, and any other Customer Care documents or essential work processes, as assigned, in an accurate and timely manner.
Control and be responsible for all warranty costs. Understand regular hourly rates and not to exceed amounts. Negotiate with trade partners and/or investigate above normal estimates and invoices. Track individual expenditures in Concur or other accounting programs.
Work collaboratively with sales and construction team members, attend weekly site team meetings, and work with supporting trade partners to deliver quality new homes.
Point out any special conditions or issues on existing properties to customers.
Develop and maintain up-to-date product and home care knowledge to provide feature, function, and benefits information to homeowners and set proper maintenance and performance expectations.
May assist construction team members to ensure the proper preparation and quality control finish of each new home before delivery to homebuyers.
Collaborate with Sales team members to ensure model homes are maintained in excellent condition and are always presentable to homebuyers.
Update Customer Care database and/or IT application systems with scheduling dates, service providers, and other information required.
Cookordination and schedule trade partners to perform necessary Customer Care repairs in the homeowner’s home. Create and confirm accurate schedules for Customer Care requests that may require more than one trade.
Thoroughly understand scopes of work and engage trade partners to improve quality and efficiency.
Perform minor home repairs, adjustments, and modifications for homeowners. This may be a scheduled event, or it may occur during a homeowner emergency.
Track and review industry trends and work with production and purchasing departments on improvement opportunities.
Seize opportunities to benchmark and share best practices with other division offices and departments.
Absorb and exercise the courage to intervene and report any unsafe work conditions.
Regularly review Customer Care reports and data to identify and execute areas for improvement.
Physical Requirements
- Frequent balancing, standing, walking, sitting, listening, and speaking.
- Extensive driving from location to location.
- Occasional bending, kneeling, crawling, lifting, and/or moving up to 50 pounds.
Equal Opportunity Employer
We are an Equal Opportunity Employer, which means we make employment decisions based on merit and qualifications and are committed to providing equal opportunities for all applicants and employees without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, sexual orientation, gender identity or expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state or local laws.
California Consumer Privacy Act Notice
Pursuant to the California Consumer Privacy Act of 2018, if you are a California resident, you have the right to know the categories of personal information that we collect about job applicants, employees and their emergency contacts and beneficiaries, and independent contractors. Please click here for a description of our personal information collection practices.