Customer Care and Warranty Support Representative – Orlando, FL

Customer Care and Warranty Support Representative – Orlando, FL

The Customer Care and Warranty Support Representative provides homeowners with professional assistance regarding warranty claims, service requests, and residential repair concerns. This role uses digital communication and remote troubleshooting tools to assess issues, coordinate repairs, communicate with service providers, and ensure customer satisfaction in accordance with established warranty policies and quality standards.

• Review homeowner service requests, supporting documents, property details, and case histories before initiating follow-up.
• Contact homeowners promptly and professionally to discuss reported concerns and determine appropriate next steps.
• Use remote assistance tools to guide homeowners through troubleshooting, assessment, and resolution procedures.
• Explain warranty coverage, out-of-warranty items, and available self-help solutions.
• Maintain accurate case records, including findings, photographs, documents, and correspondence.
• Assess warranty repair requirements, resolve minor issues remotely, and coordinate additional repairs with service providers.
• Monitor repair progress and follow up with homeowners to confirm completion and satisfaction.
• Process applicable back charges and payment-related documentation for service providers.
• Address scheduling, communication, and payment issues involving service partners.
• Participate in an after-hours on-call rotation and coordinate urgent repairs as directed by management.
• Communicate regularly with internal teams, homeowners, external partners, and other relevant parties.
• Perform additional duties as assigned to support customer care operations.

• High school diploma or GED required.
• Previous customer service experience required; experience with a home builder preferred.
• Excellent verbal and written communication skills.
• Strong organizational and time-management abilities.
• Understanding of residential construction concepts and technical repair issues.
• Intermediate to advanced computer skills, including Microsoft Word and Excel.
• Ability to analyze problems, identify solutions, and achieve effective outcomes.
• Professional, patient, and customer-focused approach.
• Ability to communicate clearly and tactfully with homeowners and service partners.
• Flexibility to work evenings, weekends, holidays, and other hours as business needs require.

Eligible employees may have access to the following benefits, subject to applicable company policies and plan terms:

• Medical, dental, and vision insurance
• 401(k) retirement plan with a company match of up to 5%
• Paid parental leave
• Associate assistance program
• Education assistance program
• Adoption assistance of up to $30,000
• Up to three weeks of vacation annually, subject to applicable policies
• Holiday, sick leave, and personal day benefits
• New-hire referral bonus program
• Home purchase discounts
• Professional development and employee engagement opportunities