Senior Customer Care Representative

Position Summary

Provide excellent customer experiences to homeowners in response to home warranty issues, including complex and/or escalated issues. Provide training and mentoring support to less experienced team members and customer care leadership within the community site team environment.

Position Responsibilities

• Respond to homeowner warranty issues including more complex matters such as escalated issues, legal inspections, and 2-10 warranty claims, and determine the best course of action per the warranty manual, company/division guidelines, policies, and procedures.
• Evaluate construction defects vs. homeowner maintence, determine items covered under warranty, and work with trade partners to ensure timely completion of repairs to homeowner’s satisfaction.
• Provide leadership within the community site team on issues related to customer care matters and work collaboratively with the sales and construction teams and trade partners to ensure delivery of quality new homes.
• Provide training and onboarding support to less experienced team members.
• Participate in legal inspections and provide expertise on warranty-related issues.
• Proactively maintain regular contact with homeowners, internal team members, and trade partners regarding updates on service requests, product information, and warranty coverage details.
• Participate in Eliant Survey reviews and follow up with homeowners and trade partners to increase survey response rates and satisfaction results.
• Perform quality control inspections and homeowner orientations per 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.
• Track warranty costs and individual expenditures within accounting system to ensure compliance with contracted rates and negotiate with trade partners and/or investigate above normal estimates and invoices.
• Develop and maintain up-to-date product and home care knowledge to provide feature, function, special conditions, and benefits information to homeowners and set proper maintenance and performance expectations.
• Absorb and prepare new construction homes for delivery to homebuyers.
• Collaborate with sales team members to ensure model homes are maintained in excellent condition and are always presentable to homebuyers.
• Work with management on departmental special projects.
• Maintain Customer Care database and/or related systems with scheduling dates, service providers, and other information required.
• Cookordination and scheduling of trade partners to perform necessary repairs in the homeowner’s home, deconstructing and reconstructing service items requiring multiple, overlapping trades when needed.
• Engage with trade partners to improve quality and efficiency of work.
• Perform minor home repairs, adjustments, and modifications for homeowners.
• Collaborate with production and purchasing departments on improvement opportunities based on industry trends and share/benchmark best practices with other divisions.
• Lead others on the site team in maintaining a safe, civil, and clean work environment within all work sites.
• Abide by individual employee safety policies, stay up to date with job site safety training and guidelines, intervening or reporting any unsafe work conditions if needed.
• Regularly review Customer Care reports and data to identify and execute areas for improvement.

Position Qualifications

• High School Diploma/GED
• 5 or more years of experience in residential customer care or field construction
• Project or team leadership experience preferred
• Valid Driver’s License
• Advanced conflict resolution and de-escalation skills with strong focus on customer satisfaction and relationship building
• Advanced understanding of home construction and repair, water intrusion causes/remedies, and familiarity with local/state codes
• Advanced interpersonal skills with demonstrated ability to create dialogue that builds trust and understanding and supports the company’s culture of service
• Strong written and verbal communication skills
• Knowledge of construction trades with ability to effectively evaluate, negotiate, and hold trade partners accountable regarding costs and scope of work per contract
• Demonstrated project management skills with ability to prioritize multiple projects, collaborate across teams/departments, and deliver timely results
• Demonstrated team leadership skills with ability to provide coaching, mentoring, or training to other team members
• Advanced proficiency in Hyphen (warranty system), iPads, and other required technical platforms
• Advanced ability to investigate, diagnose, and resolve complex issues related to home warranties and repairs

Physical Requirements

• Overtime, occasionally as needed
• On-Call and After hours work per assigned weekly rotations
• Standing for extended period, 6 or more hours
• Pushing, pulling, lifting, and/or carrying heavy objects, up to 50 pounds
• Balancing while walking/standing/crouching
• Frequent walking/moving around the work site
• Climbing stairs or ladders
• Bending, stooping or crouching
• Reaching with hands and arms
• Judging distances and spatial relationships
• Exposure to varying/extreme temperatures, weather conditions, extreme noise levels, and/or hazardous materials
• Working in confined spaces
• Working at heights