Customer Care/Warranty Representative

Responsibilities

• Complete assigned warranty service requests within the guidelines of company policy
• Follow up on all warranty requests to vendors/contractors to ensure prompt service to the customer
• Evaluate all customer complaints and report solutions
• Conduct 60-day and yearly Customer Orientations
• Keep the customer care system up-to-date and accurate
• Recommend changes that will improve processes
• Monitor and respond to email and voice mail messages daily
• Prioritize and respond to emails and voicemails according to urgency
• Comply with the "Warranty On Call" procedure

Qualifications

• Ability to diplomatically and effectively handle stressful customer situations, including conflict resolution
• Excellent verbal and written communication skills with internal and external customers
• General knowledge of residential construction and the homebuilding process
• Basic computer skills, experience using an iPad preferred
• Must be organized, detail-minded, and adaptable
• Self-driven and able to work independently
• Customer oriented, outgoing, dependable & ethical
• Ability to follow through to a satisfactory conclusion
• Punch-out skills, hands on repair skills - paint, drywall, carpentry, etc. helpful
• Problem solving abilities with excellent follow-up skills
• Previous customer care experience preferred

Benefits

• Medical, dental and vision insurance
• Life, AD&D, and critical illness insurance
• Wellness rewards
• 401(k) savings plan
• Profit Sharing
• Paid time off increasing with tenure
• Tuition reimbursement
• Long and short disability and Parental leave
• Employee discount program on the purchase of a Drees Home
• Employee Assistance Program

Schedule

The typical schedule of this position will be Monday – Friday 8 AM to 5 PM, plus additional hours as necessary.

Pay

Excellent hourly rate, bonus potential, plus a comprehensive benefit package including profit sharing & 401(k) plans.