Customer Service & Warranty Representative

Customer Service Representative (CSR)

Cole West is a real estate development group focused on developing master planned communities, residential lots, urban in-fill communities, and mixed-use properties throughout the state of Utah. We are founded on the principles of creating value through thoughtful land planning, progressive architecture, and exceptional project-level execution. Using these strategies, we create extraordinary communities that are distinguished by these unique traits. We deliver superior returns while elevating the greater fabric of our surrounding communities.

JOB DESCRIPTION SUMMARY This field-based position will be overseeing warranty and service request assessments and repairs for single-family and townhomes. This position requires a self-starter with the drive to work independently, in addition to working closely with homeowners, superintendents, property managers, renters and trades, in a fast-paced environment, achieving a high level of customer satisfaction. The "CSR" will report to the VP of Operations.

DUTIES INCLUDE (but are not limited to):

• Maintain positive homeowner, superintendent, property manager, renter, and trade relations by providing knowledgeable, timely, and professional service;
• Effectively resolve conflicts and disputes to minimize delays and claims;
• Communicate effectively with homeowners and subcontractors;
• Coordinate with homeowners and trades to assess and efficiently resolve warranty/service requests within 7 days;
• Supervise, coordinate and sequence contractors' work
• Track, follow up, inspect, and ensure accurate completion of all repairs;
• Hold sub-contractors accountable for poor workmanship;
• Develop and maintain complete and detailed warranty schedule and manage work in accordance with the schedule
• Coordinate and track material deliveries
• Manage multiple tasks, as well as projects, within designated time frames;
• Say "no" when necessary and overcome objections in a professional manner;
• Demonstrate fiscal responsibility by enforcing contract provisions and eliminating unnecessary spending
• Self-Perform basic repairs. Must have your own essential Tools (drill, tape measure, screwdriver set, etc). Company will provide or reimburse for non-reusable supplies.
• Assist with development of warranty documents

EDUCATION and/or

EXPERIENCE:

• 2-4 years in residential construction and/or a customer care role with knowledge of construction in order to make proper assessments, and to know which sub-contractors to contact for claims
• Handyman Skills and knowledge to self-perform basic repairs
• Must have the ability to tactfully handle confrontational situations with homeowners or trades, remaining calm and professional at all times
• Must have exceptional listening, communication, time management, organizational and scheduling skills
• Basic Knowledge of Excel, Outlook, PC, Tablet
• Valid driver's license and reliable transportation