Customer Care Representative

Position Summary: Customer Care Representative, may conduct QA walks, buyer walks, and resolve warranty calls made by Brohn homeowners by visiting the home to inspect the issue, determine if it's eligible under warranty and work with customers, manager vendors, and subcontractors to resolve the issue quickly. Customer Care Representatives are responsible for resolutions in multiple communities to which they are assigned and work primarily from their vehicles/construction trailers and in or around customers' homes.

Duties / Responsibilities:

• Possesses an unwavering commitment to Customer Satisfaction.
• Assures that the quality of homes in their area meets company standards
• Maintains a high level of visibility in the home building business, actively participating in promoting their communities
• Assists in resolving any issues that arise in their projects
• Manage and schedule all other repairs with contractors and customers
• Complete repairs, and when a vendor is needed Follow up, inspect and ensure completion of all repairs
• Follow up, inspect and ensure completion of all repairs
• Instruct customers on how to maintain their homes, as well as communicate what items are not warrantable
• The ability to say "no" and overcome objections in a professional manner
• Management of legal paperwork

Qualifications:

• Knowledge of construction is a plus.
• Considerable initiative and drive. Self-starter/motivated.
• Able to balance multiple and competing priorities simultaneously.
• Problem-solving skills are a must.
• Able to see the Big Picture while maintaining focus on the day-to-day details that result in a successfully developed community.
• Excellent written and verbal communication skills, as well as the ability to listen.
• Must be able to deal with and remain calm in confrontational situations and deal with negativity
• Positive attitude
• Have excellent time management, organizational and scheduling skills
• Detail Oriented.
• Resourceful and innovative
• Curiosity and open-mindedness
• Loves people and ability to show empathy

Supervisory Responsibility: This position has no supervisory responsibilities.

Work Environment: This job operates in a professional office environment and in field construction environment

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to sit; stand; walk; use hands, and reach with hands and arms. The employee must lift and move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.

Position Type/Expected Hours of Work: This is a full-time, exempt position. Under the Regulations, Part 541, an exempt employee is one who is not entitled to the minimum wage or overtime pay protections of the Fair Labor Standards Act (FLSA).  Days and hours of work are [Monday through Friday, between 8:00 a.m. and 5:00 p.m.] This position may work outside of normal business hours to include evenings and weekends as needed.

Travel: 80% travel is expected for this position.    

EEO Statement: Brohn Homes is an Equal Opportunity Employer. We are committed to the policy of equal employment opportunity in recruitment, hiring, career advancement, and all other employment practices.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.  Duties, responsibilities, and activities may change at any time with or without notice.

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