Customer Care Representative (*Tri-Cities, WA)
Full-Time
Purpose: The reason the job exists - The Customer Care Representative III serves as a senior-level expert responsible for managing, coordinating, and controlling new construction warranty claims in designated communities with the highest level of complexity and scope. This role provides superior customer service, serves as a trusted resource and mentor for homeowners and team members, and demonstrates advanced technical expertise in residential construction. The CC Rep III leads complex projects, provides strategic coverage for coordinator and manager positions, manages high-volume service loads, trains other representatives, and serves as an escalation point for elevated conflicts and complex structural issues.
Attributes:These behaviors/traits reflect our core values and must be consistently evidenced in our team - Intentional
- Servant’s Heart
- Innovative Spirit
Responsibilities: The essential actions required of the job *Reasonable accommodations may be made to enable individuals with communicated disabilities to perform these essential functions - Be a trusted resource for homeowners
- Schedule appointments with homeowners and perform onsite home inspections within the warranty
- Evaluate warranty requests and determine needs with the utmost professionalism
- Perform minor home repairs, adjustments, and modifications
- Basic familiarity with reading and assessing blueprints
- Display empathy while providing superior customer service on the phone, in person and via email
- Maintain professionalism in difficult customer interactions.
- Respond to phone calls & emails for warranty customer care
- Organize homeowner paperwork & one year warranty files
- Follow up on one-year warranty meetings
- Work with internal and external departments to ensure homes are ready for new NHD meetings and that warranty claims are completed in a quality and timely manner.
- Communicate and coordinate work orders with Trade Partners and/or manufacturers
- Daily tasks include quality control inspections, warranty claim assessments, defect causes, & construction troubleshooting
- Verify completion of Trade Partner workmanship and accurately documents completion
- Assist Homeowner Care Team with scheduling, Trade base warranty follow-up, data-entry, filing & product/warranty research
- Manage, follow up and track trade partner “open tickets” and coordinate scheduling
- Attend company, department, region, and community meetings
- Conduct in-depth home presentations with new homeowners before closing
- Perform other related duties as assigned
- Successfully manage an active service load of 30+ open items with aging of open items 18 days.
- Efficiently complete one or more New Home Delivery (NHD) meetings per day, including preparation and follow-up.
- Other duties as assigned
Requirements: The specific skills, experience, and specialized certifications/education required to do the job. - Bachelor’s Degree or equivalent years of related experience
- 4+ years of customer service experience
- 2+ years of construction field experience preferred
- Warranty experience preferred
- General knowledge of the residential building industry and the ability to use general building tools and equipment
- Intermediate/Advanced knowledge of Microsoft Suite Products (Outlook, Word, Excel)
- Must possess a valid driver's license
- Ability to work extended hours as needed to meet with homeowners
Competencies: The generic skills required to succeed at Pahlisch - Taking Responsibility: Completing tasks without being prompted; working constructively with others to complete projects; and exercising initiative beyond just the scope of a job description. Creating a full workload by seeking new tasks and initiatives during slow times.
- Communication: The ability to interact and exchange information effectively with others; keeping stakeholders informed of important information in a timely manner and engaging in meaningful dialogue that results in greater clarity.
- Individual Development: Taking ownership over developing holistically as a person: mentally, socially, spiritually, emotionally, &/or physically…enhances balance and improves the workplace experience.
- Embracing a Growth Mentality: Believing abilities/skills can be developed through effort, learning, and persistence. Challenges, mistakes, and feedback become opportunities to improve, not signs of failure. This mindset builds resilience, creativity, and success by focusing on improving yourself rather than proving yourself.
*Role requires frequent travel within the Tri-Cities area (company vehicle provided) Role is eligible for a 15% bonus opportunity
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