Customer Care Representative (Warranty)

Job Summary

We are seeking an organized, people-first, and detail-driven individual to join our team as our next Customer Care Representative. As a Customer Care Rep with New Leaf Builders, you will play a crucial role in providing pre-closing and post-construction support to homeowners and Project Managers.
You will be responsible for troubleshooting, diagnosing, and resolving homeowner warranty requests from first contact through final resolution, including but not limited to managing service order intake and vendor/trade coordination, overseeing 10-12 month homeowner walkthroughs, ensuring timely and clear communication with homeowners, and driving quality control across completed repairs. 

Reporting to our Customer Care Manager, our Customer Care Representative’s should be responsive under pressure, comfortable holding trade partners accountable to clear timelines, and confident communicating directly with homeowners on sensitive or difficult issues. Additionally, you’ll embody our core values of integrity, collaboration, and quality craftsmanship and be passionate about helping homeowners create spaces where they can create memories.

Essential Functions

• Respond to service requests from homeowners, addressing concerns related to plumbing, electrical, HVAC, and general home maintenance.
• Perform repairs, adjustments, and troubleshooting on various systems, including electrical, plumbing, cosmetic issues, carpentry, and appliance installations.
  Inspect new homes for potential issues, documenting any necessary repairs or adjustments.
• Provide outstanding customer service by communicating effectively with homeowners and addressing concerns professionally and efficiently.
• Coordinate with other team members, contractors, and vendors to schedule and complete necessary repairs or maintenance.
• Maintain accurate records of all service calls, work completed, and materials used.
• Adhere to safety standards and local building codes while performing repairs and maintenance.
• Assist with warranty-related tasks and ensure that work is completed in accordance with the company’s warranty policy.
• Stay up-to-date on industry best practices, tools, and materials.
• Ensure all work is completed in a timely manner and to the highest standards.

Physical Demands

• Regularly required to sit, stand, walk, and drive between job sites and community offices for extended periods 
• Ability to walk active construction sites and homes in varying stages of completion, including uneven terrain, stairs, and outdoor weather conditions
• Occasionally required to climb ladders or stairs and enter attics, crawl spaces, or garages during walkthroughs and quality control walks
• Ability to occasionally life an carry up to 25 lbs (e.g. paperwork, materials, or equipment)
• Frequent use of a computer, phone, and standard office equipment for scheduling, documentation and communication.

Required Education and Experience

• High school diploma or equivalent; technical certification in a relevant field is a plus.
• 3 years of experience in a service technician or similar role in the construction or home building industry.
• Strong knowledge of general home systems, including electrical, plumbing, HVAC, and carpentry.
• Excellent problem-solving and troubleshooting skills.
• Ability to work independently with minimal supervision.
• Strong communication skills, both written and verbal.
• Attention to detail and a commitment to quality.
• Ability to work in a fast-paced environment and manage multiple service requests simultaneously.
• Must have a valid driver’s license and reliable transportation.

Preferred Education and Experience

• Knowledge of local building codes and safety standards is preferred.
• Experience with warranty/service ticketing systems (e.g., MarkSystems/ITK) and design/selection systems
• Prior experience in a homebuilder, general contractor, or property management environment

Required Skills/Abilities

• Strong verbal and written communication skills, with the ability to set clear expectations with homeowners, trades, and internal teams
• Strong organizational skills and attention to detail, with the ability to manage multiple homeowner files, timelines, and service orders simultaneously
• Sound judgment and problem-solving skills, with the ability to make timely decisions on escalations and warranty determinations
• Ability to lead, coach, and hold a team accountable to performance standards
• Proficient in Microsoft Office and able to quickly learn internal systems (e.g., ITK)
• Customer-service orientation with the ability to remain calm and solutions-focused in difficult conversations.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

About New Leaf Builders

New Leaf Builders is a locally rooted homebuilder experiencing rapid growth and new opportunities to join our growing team of passionate, talented professionals. We value innovation, collaboration, integrity, and quality craftsmanship in everything we create. If you share our core values of kindness, honesty, and integrity and are passionate about helping homeowners create spaces where they can create memories, we would like to hear from you!

Why Join Us:

• Competitive salary and benefits package.
• Opportunity for career growth and development within a reputable company.
• Supportive and team-oriented work environment.
• Work in a dynamic and growing industry with a focus on delivering top-quality homes.

EEO Statement

New Leaf Builders, LLC is an Equal Opportunity Employer and does not discriminate on the basis of color, religion, national origin, age, genetics, disability, pregnancy, veteran status, or other legally protected status in employment opportunities and benefits.