Customer Care Representative II

Primary Responsibilities

• Serve as the primary point of contact for homeowners in assigned communities, managing warranty and post-close service requests.
• Schedule and oversee warranty work, coordinating with trade partners and construction teams to ensure timely completion.
• Conduct quality inspections and walkthroughs of homes to confirm repair work meets company standards and warranty requirements.
• Maintain accurate and up-to-date records of all homeowner interactions, service requests, and repair progress.
• Communicate clearly and professionally with homeowners regarding repair timelines, expectations, and resolution updates.
• Identify recurring warranty issues, construction trends, or service gaps and share findings to improve processes and customer satisfaction.
• Collaborate with internal teams, including construction, sales, and project management, to resolve homeowner concerns efficiently.
• Mentor and provide guidance to team members, sharing best practices for customer communication and warranty management.
• Ensure all warranty and service activities comply with company standards, operational procedures, and local regulations.
• Support special projects or initiatives aimed at improving the overall homeowner experience or warranty processes.

Required Education & Experience

• A high school diploma or equivalent.
• 3–5 years of experience in customer care, warranty administration, construction support.
• Prioritize an associate’s degree or higher; or 5-7 years of equivalent experience.
• Experience with residential construction processes, warranty software, or trade/vendor coordination.

Skills & Competencies

• Working knowledge of residential construction methods and warranty practices.
• Strong customer service and conflict resolution skills.
• Clear verbal and written communication abilities.
• Problem-solving skills applied to varied and moderately complex issues.
• Proficiency with customer service, work order, or warranty tracking systems.
• Organizational and time management skills.
• Ability to work independently with limited supervision.
• Attention to detail and accuracy in documentation.
• Coaching and peer support capabilities.

Working Conditions

• Work is generally performed in a combination of office, model home, and field environments, including occupied homes, completed homes, and active construction sites.
• Frequent local travel between communities and homeowner residences is required to conduct inspections, coordinate repairs, and respond to warranty requests.
• Work may require exposure to outdoor conditions such as heat, cold, dust, noise, and uneven terrain when visiting construction sites or inspecting homes.
• Schedule is typically weekday business hours but may occasionally require flexibility outside business hours to address urgent homeowner concerns.

Physical Requirements

• Ability to stand, walk, and move through homes and construction sites for extended periods of time.
• Ability to bend, stoop, kneel, crouch, or crawl to inspect building components such as plumbing, drywall, cabinetry, or structural areas.
• Ability to climb stairs, ladders, or access attics, roofs, or crawlspaces when inspecting warranty items.
• Ability to lift and carry materials, tools, or supplies typically up to 25 lbs.
• Ability to operate computers, tablets, smartphones, and other office equipment for documentation and communication.
• Ability to communicate effectively with homeowners, team members, and trade partners in person and by phone.
• Ability to drive frequently within assigned communities and maintain a valid driver’s license.

Comprehensive Benefits Package

• Competitive Compensation: We provide a competitive compensation structure that rewards performance and results.
• Health & Wellness: Comprehensive coverage includes medical, dental, and vision insurance options, as well as Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA).
• Financial Future: Access a 401(k) retirement savings plan.
• Time Off: Our time-off benefits include vacation, sick leave, paid holidays, and other leave types (bereavement, jury duty, FMLA, military leave).
• Insurance & Protection: Company-provided life insurance, accidental death and dismemberment (AD&D) insurance, and short- and long-term disability coverage are included.
• An employee assistance program (EAP) is also available.

Exclusive Perks & Discounts

• Homeownership & Financing: Take advantage of exclusive home purchase and financing discounts.
• Pet Insurance: Enjoy discounted group pet insurance rates.