Customer Care Representative - Residential Homebuilder

Description

Under limited supervision, complete final Quality inspections and walk-through of completed home with homeowner. Respond to homeowner’s warranty issues and ensure timely resolution of repairs and/or corrections after the sale of home. Respond quickly to emergency repairs. Ensure homeowner satisfaction at future intervals.

• Respond timely to homeowner’s warranty issues in person. Review items and contact appropriate subcontractors to complete repairs. Follow up with homeowner on date of repair. When completed, inspect repairs. Have homeowner sign off for completion of work.
• After Construction is complete, complete final Quality inspection using a checklist and noting repairs and/or corrections still needed by Construction.
• Perform walk-through and sign off with homeowner, ensuring that home is complete and satisfactory to buyer. Note any newly requested corrections and or repairs. Return in one week to ensure repairs complete to homeowner’s satisfaction.
• Respond quickly to requests from homeowners for emergency repairs during working and non-working hours approximately a week every three months. Immediately go to home and inspect problem. Contact the subcontractor to resolve emergency. Follow up with the homeowner to obtain sign off.
• Perform on-going Warranty Assessment appointments to ensure homeowner satisfaction (i.e., at 15 days, 4 months, and 11 months)
• Administrative duties including completing purchase order requests, 24-hour notices, back charge notices, maintain reports, maintain daily calendars, taking and transferring photos, etc.

Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

High School (GED) plus 2-4 years related experience or equivalent combination of education and experience.

Minimum of 2 years homebuilding experience required.

This position has no direct supervisory responsibilities.

Productivity: Meets productivity standards; strives to increase productivity without sacrificing quality and safety.

Problem Solving: Identifies and resolves problems in a timely manner; develops alternative solutions.

Quality: Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Customer Service: Responds promptly to customer needs; solicits customer feedback to improve service; meets commitments

Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification

Teamwork: Exhibits objectivity and openness to others’ views; gives and welcomes feedback; supports others’ efforts to succeed.

Ethics: Treats people with respect; keeps commitments; works with integrity and ethically; upholds organizational values.

Diversity: Promotes a harassment‑free environment; shows respect and sensitivity for cultural differences.

Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration.

Safety: Observes safety procedures; reports potentially unsafe conditions; uses equipment and materials properly.

Analytical: Synthesizes complex or diverse information; collects and researches data; designs work flows and procedures

Project Management: Coordinates projects; communicates changes and progress; completes projects on time and budget.

Technical

Skills:

Strives to continuously build knowledge and skills; shares expertise with others.

Written Communication: Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively.

Cost Consciousness: Uses the Company’s funds and resources appropriately; recommends cost‑saving processes.

Judgment: Makes timely decisions, exhibits sound and accurate judgment.

Motivation: Demonstrates persistence and overcomes obstacles; measures self against standard of excellence.

Planning/Organizing: Manages time and prioritizes work to meet…