Customer Care Representative

Interfaces with homebuyer and trade partners to perform final orientations and diagnose, schedule and complete warranty service work

• Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product
• Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc
• Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within 5 days
• Schedule and supervise trade partners’ repairs in homes after delivery to homeowner
• Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 7 days
• Provide accurate and timely information to Customer Care Manager on progress and scopes of work
• Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service
• Evaluate trade partner and product performance.  Provide on going information to Customer Service Manager as it relates to quality of workmanship and materials
• Work with Customer Service Manager on special projects as needed
• Participate and attend department meetings
• Keep accurate service request logs and documentation of all work performed
• Perform all other duties as assigned

EDUCATION AND ADDITIONAL REQUIREMENTS:

• Three to Five (3-5) years in customer service, residential, customer care or construction field
• High school diploma or GED required
• Valid driver’s license
• Maintain regular attendance and punctuality relative to daily work schedule is required
• Excellent communication skills, verbal and written
• Strong organizational and interpersonal skills
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relations
• Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines
• Follow directions from a supervisor
• Understand and follow work rules and procedures
• Accept constructive feedback
• Team player

PHYSICAL REQUIREMENTS:

• Requires the ability to work in excess of eight hours per day, to operate a motor vehicle, read plans, climb stairs, climb ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 50 pounds, occasionally operate construction equipment.  Finger dexterity may be required to operate a computer keyboard and calculator.

FSLA STATUS:   Non-Exempt

Salary : $0