Job Description

Your Team

The Representative, Customer Care is responsible for the day to day management and operation of his / her community. This person will be the first point of contact for end user inquiries, post close of escrow issues (including warranty claims, marketing initiative support, and other general consumer queries).

This position will report to the Customer Care Field Manager and Director of Customer Care.

The first concern at all times should be the reasonable satisfaction of Brookfield Residential customers to ensure the cost effective retention of our customer’s loyalty and the creation of repeat and referral homebuyers.

To understand the Brookfield mission and be passionate about our product and services; to give the best homeowner experience ever.

Your Key Deliverables

• 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 transitioning of the homeowner, into the care of the Customer Care department.
• Have a thorough knowledge of the Fit and Finish One-year Limited Warranty and Performance Guidelines outlined in
• Respond to homeowner request for service, telephone calls, and emails within 24 hours or next business day.
• Review customer warranty items to ensure compliance to warranty guidelines.
• Complete Work Orders and associated work order documentation in New Star Enterprise / On Location Warranty (NSE / OLW) 15 days after the initial review and not exceed our commitment to the homeowner that all items will be completed 30 days from date of review.
• Manage, coordinate, and verify satisfactory completion of corrective repairs performed by trade contractors or others.

Ensure work is completed as efficiently, promptly, neatly, and as cost-efficiently as possible.

• 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 Order (PO) to trade partner, prepare Self-Insured Retention (SIR) and back charge documentation (as appropriate).
• Update the OLW assessment notes daily or as work order status change.
• Attend weekly site meetings.
• Maintain a positive customer relationship through the Customer Outreach Program. Document contact on department spreadsheet.
• Meet with Homeowners during scheduled Extraordinary Touch Points (ETP’s). If homeowner is not available, then attempt to speak to homeowner on the phone;

send email / text only as a last resort.

• Encourage homeowners to take surveys and follow up when directed.
• Perform other duties as set forth by the Customer Care Manager / Director.

Must Haves

• Minimum 2 years’ experience in Customer Service preferably 1 year in the building industry.
• Customer Service focused and solution based, with excellent communication (written & verbal), negotiation, and problem-solving skills.
• Ability to manage multiple tasks, using good judgment and effective time management skills.
• Team player with strong interpersonal skills.
• Accuracy and attention to detail is required.
• Must have basic hand tools for minor adjustments and touch-up, i.e. grout, caulking, paint, and drywall touch-up.
• Ability to bend, stoop, lift, move and carry field materials weighing up to 50 pounds. Physical agility is required for climbing of stairs, ladders, physical inspection of attics, crawl spaces, etc.
• Must have vehicle as position requires daily travel.
• Familiar with mobile devices such as an iPhone, iPad, and windows laptop computer.
• Proficient in MS Office (Word, Excel, and Outlook).This proficiency will be required to use and navigate through the various programs and applications used at Brookfield Residential.

Nice to Haves

Bi-lingual in one of the following languages is a plus, but not required for the position : Spanish, Mandarin Chinese, Korean, or Vietnamese.

Your Opportunity

We are proud to offer our employees what they value most :

• Competitive compensation
• Excellent extended medical, dental and vision benefits beginning day 1
• 401(k) matching, vesting begins day 1
• Career development programs
• Charitable donation matching
• Paid Volunteer Hours
• Paid parental leave
• Family planning assistance including IVF, surrogacy and adoptions options
• Wellness and mental health resources
• Pet insurance offering
• A culture based on our values of Passion, Integrity and Community

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Brookfield Properties participates in the to confirm the eligibility of candidates to work in the United States.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.

Last updated : 2024-05-22