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Customer Care Representative

Job Title: Customer Care Representative
FLSA Status: Hourly Non-Exempt

Position Summary: To ensure homeowner requests are answered quickly, thoroughly, and professionally.

Job Duties:

  • Homeowner Meetings:
    • Attend the pre-Construction meeting with Site Manager and homebuyer to shape expectations and explain the homebuilding process.
    • Conduct the new home orientation to educate the buyer in the operation of appliances and other special features of their home as well as to shape expectations and explain Warranty and Maintenance procedures.
    • 21 days after closing to discuss the Eliant survey and deliver the 30 day Service Request Letter and form.
    • 30 day assessment for warranty service.
    • 30 day warranty sign-off.
    • 5 months after closing to discuss Eliant survey and deliver 5 month Service Request Letter and form.
    • 5 Month assessment for warranty service.
    • 5 Month sign-off.
    • 10 month walk through, assessment and sign-off.
  • Customer Care Activities:
    • Complete all customer care service requests within fourteen days of assessment and obtain customer sign-off.
    • Supervise all trade contractors completing customer care service requests to ensure that all issues are addressed and quality repairs are made as required.
    • Maintain field files documenting all customer care activities.
    • Provide weekly service status reports to the Vice President of  Operations/Director of Customer Care
    • Route copies of all back-up documentation to the appropriate parties.
    • Approve all service-related invoices for payment.
    • Identify recurring warranty items and work with construction team members and trade contractors to eliminate or minimize them. Provide an assessment of subcontractors and the quality of their work.
  • General Duties:
    • Perform regular maintenance on inventory homes.
    • Work with the project team to prepare model homes for grand openings.
    • On a periodic basis, serve as the contact for weekend emergency service.
    • Perform a Quality Assurance inspection 5 days prior to the New Home Orientation.
    • Work closely with the Site Manager and Designer to prepare homes for the New Home Orientation.
    • Prepare Homeowner Manuals for the New Home Orientation.
    • Monitor customer survey results to determine possible areas for improvement.
    • Provide input to the design team regarding potential maintenance issues involving specification and option selections for a given model complex or project.
    • Make recommendations for improving the customer care/warranty process. Provide leadership to team members by modeling the company values, vision and operating principles.

Position Qualifications:

  • High school diploma required
  • A minimum of five years' experience in customer service in the building industry is preferred.
  • Possess superior customer relations skills.
  • Good verbal and written communication skills.
  • Legible penmanship.
  • Ability to work independently and as part of a team.
  • Maintain a valid state driver's license.
  • Maintain a professional appearance and "can-do" attitude.

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Similarly, the work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activities:

  • Bending
  • Lifting from 1-15 lbs.
  • Reaching
  • Seeing
  • Hearing
  • Repetitive Motion (i.e. Gripping)
  • Typing
  • Talking

Environmental Factors:

  • Normal Office
  • Low to Moderate Noise Level (Corporate/Sales Office Environment)
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