Customer Care Specialist

Job Description Summary

The Customer Care Specialist is a key member of the National Customer Care team, responsible for delivering exceptional service to internal warranty teams and homeowners within their assigned area. This role manages customer interactions across multiple communication platforms—including phone, email, chat, and SMS.
Immersed in the company’s “Love the Customer” culture, the Customer Care Specialist collaborates with cross-functional teams to address customer inquiries, create service tickets, and ensure timely follow-up on outstanding issues. This position also supports proactive customer outreach efforts, maintains accurate records of customer interactions, and operates proficiently across various software platforms. The Customer Care Specialist is expected to demonstrate strong relationship-building skills, attention to detail, and the ability to thrive in a fast-paced environment while upholding company policies and service standards.

This position is Remote and open to candidates in Arizona.

We trust that as a Customer Care Specialist you will:

• Handle inbound customer inquiries via phone, email, chatbot, SMS, and internet chat, including warranty questions, emergencies, and escalated issues.
• Proactively return customer calls and conduct outbound communication to gather feedback, confirm completed work, and follow up on unresolved matters.
• Execute outbound calls for the Love Connection program and survey collection efforts.
• Create warranty service tickets from webform submissions and other channels.
• Aid and encourage submission of warranty requests through the Customer Portal.
• Record, distribute, and manage customer escalations by division within the SharePoint system
• Manage escalated customer issues with professionalism, collaborating with Customer Experience Managers and cross-functional departments.
• Generate and distribute Power BI reports for survey outreach.
• Collaborate with divisional warranty leadership to ensure support provided is impactful and addresses key needs
• Operate proficiently across various software platforms including CRM systems, Telephony, Surveys, and internal communication tools.
• Maintain a strong understanding of company policies, principles, and departmental strategies.
• Perform other duties as assigned.

• Adherence to ‘Love the Customer’ behaviors and Customer Service Strategies.
• Ability to organize and multi-task in a fast-paced work environment.
• Strong relationship-building skills.
• Ability to work independently and with a team.
• Strong written and verbal communication skills.
• Strong attention to detail.
• Ability to solve problems quickly and effectively.
• Strong active listening skills.
• Ability to stay composed under pressure.

You might be just who we’re looking for if you have…

• High school diploma or GED.
• Experience in customer service required.
• Experience with in homebuilding warranty department preferred.
• Type 40-50 wpm.
• Friendly and calm.
• Team player with a strong sense of urgency.
• Excellent communication skills.
• Organized, with attention to detail.
• Demonstrated ability to build relationships and maintain confidentiality.
• Microsoft Office applications proficiency.

This position is considered a non-exempt position for purposes of wage-hour law, which means that you will be required to keep a time record and will be eligible for overtime pay.

Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

• Work remotely with little to no supervision and adhere to schedule.
• Ability to access, input, and retrieve information from a computer and/or…