Customer Care Representative

Key Responsibilities

• Conducts internal pre-walk and sign-off, utilizing department’s PW templates and RTS protocols.
• Provides construction with clear, written communication of punch items needing corrected.
• Maintain great rapport with construction personnel who are responsible for completing punch items.
• Celebrates walk-through and sign-off appointments in accordance with department’s standardized processes, and forms.
• Edifies buyers on the design and performance of energy efficient equipment and systems.
• Maintains familiarity with Trumark’s Limited Warranty Policy, as well as SB-800 statutes of limitations.
• Serves homeowner service requests coming into department via phone calls, emails, voicemails, or Zendesk accounts.
• Utilizes Newstar to generate work orders to trades for warrantable items with a targeted homeowner sign-off within (7) days.
• Action days – manage multiple trades on homes with complex service requirements.
• Conducts year-end walks to assess items qualifying for warrantable service work.
• Continuous Improvement – back feeds recurring deficiencies with design or product to Customers Service Manager.
• Supports continuous education of homeowners on warranty, functionality, fit and finish, and design of utilities and their performance.
• Water intrusion site inspections – works within department protocols to conduct field assessment of water dam age, and identify the source of the leak.
• Water damage remediation – supports trade efforts of to remediate and in-house management of build-back phase.
• Eliant surveys – provides and manages customer service work to completion in a manner that commands “10” ratings.
• Schedule and supervise subcontractor repairs in homes after delivery to homeowner.
• Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within seven (7) days.
• Maintain excellent homeowner relations, provide homeowner knowledgeable, timely and professional service.
• Evaluate subcontractor and product performance.
• Maintain accurate service request logs and documentation of all work performed.

Qualifications

• Has a High School Diploma or GED minimum.
• Has fundamental working knowledge of residential assembly/construction.
• Is familiar with product quality and workmanship standards to which houses are built.
• Able or capable of learning to work with customer service ticketing software.
• Must have a background in Warranty, or similar.
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relations.
• Must have a valid, unrestricted Motor Vehicle License.
• Excellent communication, verbal, and written skills.
• Strong organizational and interpersonal skills.
• Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines.