CUSTOMER SERVICE REPRESENTATIVE

The Management Trust

Position Title: Customer Service Representative – Homeowner Relations

Location: Hollister, CA

Reporting To: VP of Operations - North California Warranty

Status: Non-Exempt, Full-Time

Salary: $40.00-$43.00/Hourly DOE

Company Profile

The Management Trust is a community association management company. We believe that building and maintaining a community takes more than just hammers and nails. It takes integrity, trust, experience, and support. Our success is based on the belief that effective management anticipates our clients’ needs, not merely reacts to them. We are a company of creative and committed individuals driven by grand aspirations and are proud to be the only 100% employee-owned community management firm in the nation. Our Employee Owners are encouraged to actively participate in growing our business by helping define best practices every day. It is in this spirit that we encourage you to explore this opportunity to join The Management Trust team.

Employee Owner Position Purpose

The Customer Service Representative serves as the primary point of contact for homeowners after the purchase of their new home. This role ensures a smooth transition from builder to homeowner by conducting orientation walk-throughs, addressing post-closing service requests, and coordinating repairs or maintenance with vendors and internal teams. The ideal candidate is detail-oriented, customer-focused, and knowledgeable about home construction processes.

Essential Duties & Responsibilities

• Conduct homeowner orientation and walk-through appointments to familiarize new owners with their home’s features, warranty coverage, and maintenance requirements.
• Record and manage homeowner service requests in an efficient, organized manner.
• Coordinate schedules between homeowners, trade partners, and vendors to complete warranted service work in a timely fashion.
• Follow up on open service items to ensure resolution and homeowner satisfaction.
• Maintain accurate documentation of all homeowner interactions and completed service activities.
• Communicate professionally and promptly with customers, addressing concerns with empathy and solutions.
• Collaborate with construction and warranty teams to identify recurring issues and support continuous improvement efforts.
• Assist with other customer care functions as assigned, including administrative support or special projects.
  
  

Qualifications

• High school diploma or equivalent required; associate or bachelor’s degree preferred.
• 2 years of customer service or residential construction experience (homebuilding industry experience a plus).
• Strong communication and interpersonal skills.
• Ability to manage multiple priorities while maintaining attention to detail.
• Proficiency with Microsoft Office and CRM or warranty management systems.
• Valid driver’s license and reliable transportation.
  
  

Education

• High school diploma or equivalent required.
  
  

Special Position Requirements

• Must have and maintain a valid driver’s license, vehicle insurance, and driving record in compliance with Company policy
• Must have reliable transportation
  
  

Schedule

• Monday – Friday from approximately 8:00am – 4:30pm
• This position may require occasional long hours to meet the business needs, emergency needs
  
  

The Management Trust is an Equal Opportunity employer. We celebrate and support diversity.

TMT reserves the right to modify this job description at any time based on business need.