Communication Skills, Construction, Continuous Improvement, Corporate Policies, Customer Relations, Customer Support/Service, Documentation, Driver's License, Equal Employment Opportunity (EEO), High School Diploma, Interpersonal Skills, Legal, Maintain Compliance, Maintenance Services, Performance Analysis, Problem Solving Skills, Project/Program Management, Rentals, Safety Standards, Service Delivery, Time Management
A Brief Overview
The Customer Care Representative plays a vital role in ensuring homeowner satisfaction by managing warranty service appointments, overseeing subcontractor performance, and performing minor home repairs. This position requires a proactive, customer-focused individual who can effectively communicate, coordinate, and resolve warranty-related issues while upholding the company's standards of quality and service. A commitment to continuous improvement and a positive team culture is essential.
What you will do
- Serve as the primary point of contact for homeowners regarding warranty concerns and questions.
- Educate homeowners on warranty coverage, maintenance responsibilities, and the use of the Homeowner’s Manual.
- Schedule and attend all warranty service appointments, ensuring subcontractor compliance and quality of work.
- Coordinate and manage communication between homeowners and subcontractors to ensure timely and satisfactory resolution of issues.
- Perform minor home repairs (e.g., caulking, adjustments) and provide homeowners with basic maintenance guidance.
- Inspect completed work to ensure it meets company standards and homeowner expectations.
- Maintain accurate and thorough documentation of all warranty claims, service appointments, and resolutions.
- Obtain homeowner sign-off on completed work orders.
- Foster positive relationships with homeowners to ensure satisfaction throughout the warranty process.
- Support departmental communication and collaboration to ensure seamless service delivery.
- Participate in ongoing training to stay current on product knowledge, procedures, and software tools.
- Uphold company policies, safety standards, and the values outlined in the Employee Manual.
- Contribute to a fun, respectful, and success-driven team culture.
- This position requires driving for the Company using either 1) a Company vehicle, at any frequency from Rarely to Constantly; or, 2) a Personal or Rental vehicle to conduct Company business more than 50% of the time to perform work duties.
Qualifications
- High School Diploma or GED or equivalent Required
- Minimum of 2 years of hands-on experience in warranty services, construction, customer care, or a related field. Required
- Strong interpersonal and communication skills.
- Ability to perform minor home repairs and provide maintenance guidance.
- Detail-oriented with strong organizational and documentation skills.
- Proficient with computers and standard office software.
- DL NUMBER - Driver's License, Valid and in State Required
Compensation
We are committed to offering competitive and equitable compensation. We also offer a generous total compensation and benefits package.
Benefits
A competitive salary is only one part of your total rewards. We also offer a comprehensive benefits package, including paid time off, medical, dental, life and disability insurance, HSA/FSA accounts, retirement, rewards programs, and so much more!
EEO/ADA
The Company and its affiliates provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by state, federal, or local law. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.