Promontory HOMES Customer Care Representative

Promontory Homes Customer Care Representative
- Full Time

Promontory Development
- Park City, UT 84098

Level Entry Position Type Full Time Job Shift Any Education Level None Travel Percentage Negligible Category Construction

Elevated above the Distractions

Promontory, located in Park City Utah, has received universal acclaim as a destination where life's greatest moments naturally play out thanks to its unrivaled depth and breadth of extraordinary family experiences. This established community – which spans more than 11 square miles – features an investment of more than $400 million in exceptional and award-winning amenities for every season. No other community comes close.

Promontory Club is looking to fill a vacancy for its development and construction arm, Promontory HOMES, and the position of Customer Care Representative Full Time.

Promontory has been approved to construct over 1,900 luxury residential properties. Offering a wide range of products from resort villas to large semi-custom homes. We focus on high-end luxury residential real estate. The Customer Care Representative will be responsible for servicing our clients after new home delivery and initial punch list has been completed by the construction project manager through the 1-year warranty and any other unique circumstances that arise.

This role is vital in the continuance of our brand excellence, delighting the customer, and ensuring they or their referrals would want to purchase with Promontory HOMES.

The Customer Care Representative works with all owners on warranty matters to ensure a luxury home buying experience continues after home delivery; a key phase in maintaining happy clients ("after the money has been paid"). This role will also perform functionality and home completion inspections prior to home delivery to ensure proper turnover between internal stakeholders (construction project management and warranty personnel).

Will assist in identifying construction issues and improvements that can be rectified with scope of work updates, contractor selection, and internal training to alleviate future warranty impairments.

Essential Duties and Responsibilities:

• Conduct routine owner meetings to inspect, assess and process warranty request submittals.
• Coordinate with contractors and owners for required service.
• Service request management: entering, updating, and closing out warranty claims, including marking complete Purchase Orders created for service requiring cost.
• Produce weekly warranty reporting, including new claims received, claims completed, and completion forecasting for all other pending claims.
• Conduct functionality/home completion inspections prior to home delivery.
• Perform other duties as assigned.

Knowledge

Skills and Abilities:

• Outstanding Customer Service skills.
• Has a knowledge of luxury residential construction practices, including a general knowledge of mechanical, electrical, and plumbing systems.
• Minimum of 2 years' related warranty experiences.
• Ability to communicate with contractors, vendors, and employees at all levels of the organization.
• Thorough and attentive to details; organizational skills and can run multiple tasks simultaneously.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) as well as other computer and web-based applications.
• Interpersonal Skills
  - Focus on solving conflict, maintain confidentiality, listens to others.
• Oral Communication
  - Speak clearly and persuasively in positive or negative situations, listen, and gets clarification, respond well to questions, demonstrate group presentation skills, participate in meetings.
• Professionalism
  - Approach others in a tactful manner, react well under pressure, treat others with respect and consideration regardless of their status or position, accept responsibility for own actions, follow through on commitments.
• Dependability
  - Follow instructions, respond to management direction, take responsibility for own actions, keep commitments, commit to long hours of work when necessary to reach goals, complete tasks on time or notifies appropriate person with an alternate plan.
• Has a valid driver's license and is able to travel to and…