**Customer Care Representative**

**Department:** Warranty Ashton Woods Homes is one of the nations largest private homebuilding companies, with operations in Atlanta, Austin, Charleston, Dallas, Houston, Naples, Orlando, Phoenix, Raleigh, San Antonio, Sarasota and Tampa. Recently named both Atlantas Best Place to Work and the #1 Most Trusted Homebuilder in America for the second year in a row, Ashton Woods is known throughout the industry for building homes with award-winning designs that inspire, and offering home buyers unrivaled personalization options. Ashton Woods is also the only builder to nationally utilize the Environments for Living Platinum Program, which certifies the energy efficient status of our homes.

Ashton Woods Homes has emerged as a homebuilder of choice, driven by a strong entrepreneurial spirit and commitment to world-class product design and customer satisfaction.

**Our culture is different.**

**It is what fuels our growth and keeps us real.**

At Ashton Woods Homes we strongly believe happy employees equal happy home buyers. So we work hard to create an enjoyable work environment chock full of unique experiences and quality benefits. Our goal is to provide a working environment which allows each individual to do their personal best each and every day, and have fun doing it. We believe this is why we have a loyal team of over 650 of the best and brightest employees in the industry. We take the best aspects of a large corporation including business rigor and high technology and blend that with the warmth and personal touch of a small company. Employees are empowered to make decisions on a regular basis at Ashton Woods Homes. We know its this close-knit, entrepreneurial spirit that allows us to continue to strive for the best and to grow our business each year. Our mission is showcased through entrepreneurial spirit, creativity, accountability and enthusiasm for every house we build. It shows in how we design and build our homes and communities, and in how we treat each other.

**Position Overview:**

Individual will directly manage the following:

* Effectively and efficiently manage the on-site warranty repair process resulting in product that is quality, on time and within budget.

* Establish and maintain effective subcontractor relations.

* Provide service to customers, which results in a high level of customer satisfaction.

* Safely manage the work site.

**Major Functional Responsibilities:**

* Function as Ashton Woods Homes representative at assigned sites.

* Subcontractor management.

* Cost control on warranty jobs

* Communication with vendors, customers, and daily warranty organization

**Key Duties:**

Work independently to:

* Manage assigned warranty requests to result in quality product to the homeowner, which is on time and within budget.

Ability to assess whether the request is warrant-able and be able to communicate with the home buyer as to why/why not service can be rendered.

* Team with Director of Warranty in coordination and problem solving between the respective organizations.

* Work collaboratively with members of Divisional Leadership Team and Corporation

* Identify, maintain and effectively manage subcontractors.

* Efficient time management to ensure subcontractors are scheduled for service and ensure that assigned work site is 100% clean and complete before trades leave.

* Team with Director of warranty to insure high satisfaction level in Customer Service.

* Proactively communicate any construction, customer service or safety issues to Director of Warranty with suggestions for resolution.

**Expectations applied to role:**

* Complete daily tasks effectively and efficiently

Ensure warranty request calls are returned within 24 hours

Service scheduled for completion within 7-10 business days

Execute tasks while staying within warranty guidelines and compliance

- Follow warranty guide and update notes in system daily

- Update Director of Warranty on Deficiency Report weekly

- Problem solving and strategic thinking to achieve resolution and customer satisfaction

- Maintain a functional work space within assigned community

**Desired Candidate Qualifications**:

* High School Diploma or GED Equivalent

* College degree preferred but not required

* Customer Service experience and construction knowledge preferred

* Computer literacy strongly preferred (Microsoft Word, Excel, Outlook, Power Point)

**Typical Physical and Mental Demands:**

Must be able to read, write and speak fluently in English. Spanish language skills are helpful. Employees in the position are required to be able to hear and have vision sufficient to utilize all office equipment. Use of hands and fingers is required to utilize standard office equipment. Apply organization and communication skills to ensure proper follow up for home buyers and subcontractors within a timely manner.

**Working Conditions:**

Work is generally performed in the field, i.e. home building construction sites. Occasional work will be performed in a typical office environment and may involve the use of standard office equipment. Work is typically active in nature, but some sitting may be required. Fast paced environment subject to numerous schedule and priority change and short notice activity.