Customer Care Field Rep

Responsibilities

• Perform Home Preview walk on each home for acceptance and customer approval.
• Be knowledgeable of all products and warranties associated with the home.
• Report Builder and Trade Contractor performance to Director of Construction (DOC).
• Pre-check home with builder to determine readiness for QA/Home Preview & Home Completion.
• Work closely with Director of Closing and builders to identify homeowner concerns prior to the Home Preview & QA.
• The Home Preview appointment will be clear and consistent to demonstrate the features of the new home. This provides the opportunity to evaluate their home for completeness, answer all questions, and inform them of Ideal Homes service procedures.
• Supervise Field Tech.
• Maintain a high degree of integrity and honesty in all business dealings.
• Be professional in dress, manners, punctuality and conduct.
• Be self‑motivated and display initiative.
• Build and maintain relationships with customers, trades, and fellow employees.
• Understand and follow all policies and procedures of Customer Care and those in construction that relate to the quality of our homes.
• Be proactive by anticipating problems and using problem‑solving within authority.
• Make quick, accurate decisions when necessary and take responsibility for those actions.
• Complete and submit all necessary reports in a readable, accurate and timely manner.
• Make the transition from Production to Customer Care a pleasant experience for the homeowner.
• Lead fellow employees, trade contractors, and vendors by example.
• Generate reports to identify recurring issues with warranties, builders, and trade contractors, and report them to the Director of Customer Care.
• Monitor field homes monthly—checking condition and reporting any problems or upkeep needed to the builder and DOC.
• Establish and maintain accuracy in the following reports:
  • Incomplete Items & Resolutions Form
  • Warranty Agreement & Limitations Form
• Be available to answer phone calls, contact trades, generate reports, and submit service requests when necessary if the Customer Care Office Manager is unavailable.
• Follow up on items that are not complete at closing with builder and DOC.
• Meet homeowner at Home Complete appointment to ensure home meets or exceeds quality standards and that homeowner acceptance is 100% complete; any incomplete items will be addressed by builder and reported to builder, DOC, and Office Manager.
• Help monitor performance for trade contractors and builders, and proactively address problem areas with the Director of Construction.
• Perform field visits to assess reported problems when necessary.
• Involve appropriate parties (Director of Construction, builder, trade contractor, and vendor) to determine cause and solution to problems.
• Schedule work with the Customer Care Specialist and follow up to ensure timely and quality completion.
• Issue service order requests to office manager.
• Accept home from builder.
• Perform Quality Assurance walks.
• Walk with builder 30 days before estimated home completion to determine potential delays or outstanding items; communicate issues to DOC and Closing Department.
• Other duties as assigned.

• College degree preferred.
• Minimum of 2 years of customer service/field experience preferred.
• Great attitude with customers and employees, friendly and hospitable.
• Typing/Computer skills such as Microsoft Office suite.
• Ability to represent Ideal Homes through the lens of company core values.

• Monday through Friday

• Non‑Exempt

• Drive – maintain a current driver’s license.
• Move around a construction site without paved driveways and sidewalks.
• Work comfortably from a ladder.
• Lift or move up to 50 lbs on a regular basis.

• Noise level is usually moderate.
• Employee spends majority of time assisting with office responsibilities.