Customer Care Representative; Roseville, CA

Location:

San Ramon - 12657 Alcosta Blvd, Suite 250

The Customer Care Representative is responsible for the day-to-day management and operation of a specific community (Amoruso Ranch in Roseville, CA). This role serves as the first point of contact for end‑user inquiries and post‑close of escrow issues, including warranty claims, marketing initiatives, and general consumer queries. The position reports to the VP Housing Operations and prioritizes reasonable satisfaction of Brookfield Residential customers to ensure cost‑effective retention and the creation of repeat and referral home buyers.

The representative will champion Brookfield’s mission and provide the best homeowner experience possible.

• Collaborate with the site construction team and conduct pre‑orientation walks to enforce Brookfield Residential quality standards in all new homes.
• Participate in the orientation and welcome home tour process for smooth delivery of the home and the transition of the homeowner into the Customer Care department.
• Maintain thorough knowledge of the Fit and Finish One‑Year Limited Warranty and performance guidelines outlined in The Home Book.
• Respond to homeowner requests for service via telephone calls and emails within 24 hours or the next business day.
• Review customer warranty items to ensure compliance with warranty guidelines.
• Complete work orders and associated documentation in New Star Enterprise/On Location Warranty (NSE/OLW) within 15 days of the initial review, and ensure all items are completed within 30 days of the date of review.
• Manage, coordinate, and verify satisfactory completion of corrective repairs performed by trade contractors or others, ensuring work is completed efficiently, promptly, neatly, and cost‑effectively.
• Ensure corrections are completed right the first time.
• Obtain homeowner sign‑off on all orientation and service request/work order items.
• Approve trade partner invoices, send signed purchase orders to trade partners, and prepare self‑insured retention (SIR) and back‑charge documentation as appropriate.
• Update the OLW assessment notes daily or as work order status changes.
• Attend weekly site meetings.
• Maintain a positive customer relationship through the Customer Outreach Program and document contact on the department spreadsheet.
• Meet with homeowners during scheduled Extraordinary Touch Points (ETPs); if not available, attempt phone contact, using email/text only as a last resort.
• Participate in the Homeowner Extended Care Program, providing in‑home maintenance training to homeowners at the 18th and 23rd months.
• Encourage homeowners to take surveys and follow up when directed.
• Perform other duties as directed by the Customer Care Manager/Director.

• At least 2 years of customer service experience, with 1 year in the building industry preferred.
• Strong communication and problem‑solving skills, solution‑focused.
• Effective task management with the ability to handle multiple priorities.
• Demonstrated team collaboration through strong interpersonal skills.
• Consistent attention to detail.
• Basic repair tools for minor touch‑ups such as grout, caulking, paint, and drywall.
• Physical capability to lift up to 50 pounds and access attics, crawl spaces, ladders, and stairs.
• Reliable transportation for daily travel requirements.
• Technical proficiency using an iPhone, iPad, Windows laptop, and MS Word, Excel, and Outlook.

• Competitive compensation and total rewards package.
• Annual base salary: $75,000 to $85,000.
• Bonus eligibility.
• Excellent extended medical, dental, and vision benefits effective day 1.
• 401(k) matching, vesting begins day 1.
• Career development programs.
• Paid volunteer hours.
• Paid parental leave.
• Family planning assistance, including IVF, surrogacy, and adoption options.
• Wellness and mental health resources.
• Pet insurance offering.
• A culture based on our values of passion, integrity, and community.

Brookfield Residential participates in the E‑Verify process to confirm the eligibility of candidates to work in the United States. We are proud to create a diverse environment and are an equal‑opportunity employer.