Customer Care Representative - Residential Homebuilder

Description

Under limited supervision, complete final Quality inspections and walk-through of completed home with homeowner. Respond to homeowner’s warranty issues and ensure timely resolution of repairs and/or corrections after the sale of home. Respond quickly to emergency repairs. Ensure homeowner satisfaction at future intervals.

Essential Duties and Responsibilities:

• Respond timely to homeowner’s warranty issues in person. Review items and contact appropriate subcontractors to complete repairs. Follow up with homeowner on date of repair. When completed, inspect repairs. Have homeowner sign off for completion of work.
• After Construction is complete, complete final Quality inspection using a checklist and noting repairs and/or corrections still needed by Construction.
• Perform walk-through and sign off with homeowner, ensuring that home is complete and satisfactory to buyer. Note any newly requested corrections and or repairs. Return in one week to ensure repairs complete to homeowner’s satisfaction.
• Respond quickly to requests from homeowners for emergency repairs during working and non-working hours approximately a week every three months. Immediately go to home and inspect problem. Contact the subcontractor to resolve emergency. Follow up with the homeowner to obtain sign off.
• Perform on-going Warranty Assessment appointments to ensure homeowner satisfaction (i.e., at 15 days, 4 months, and 11 months)
• Administrative duties including completing purchase order requests, 24-hour notices, back charge notices, maintain reports, maintain daily calendars, taking and transferring photos, etc.

Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Minimum Education and/or Experience:

High School (GED) plus 2-4 years related experience or equivalent combination of education and experience.

Minimum of 2 years homebuilding experience required.

Supervisory Responsibilities:

This position has no direct supervisory responsibilities.

Qualifications (Knowledge, Skills and/or Abilities):

Productivity: Meets productivity standards; strives to increase productivity without sacrificing quality and safety.

Problem Solving: Identifies and resolves problems in a timely manner; develops alternative solutions.

Quality: Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Customer Service: Responds promptly to customer needs; solicits customer feedback to improve service; meets commitments

Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification

Teamwork: Exhibits objectivity and openness to others’ views; gives and welcomes feedback; supports others’ efforts to succeed.

Ethics: Treats people with respect; keeps commitments; works with integrity and ethically; upholds organizational values.

Diversity: Promotes a harassment-free environment; shows respect and sensitivity for cultural differences.

Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration.

Safety: Observes safety procedures; reports potentially unsafe conditions; uses equipment and materials properly.

Analytical: Synthesizes complex or diverse information; collects and researches data; designs work flows and procedures

Project Management: Coordinates projects; communicates changes and progress; completes projects on time and budget.

Technical Skills: Strives to continuously build knowledge and skills; shares expertise with others.

Written Communication: Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively.

Cost Consciousness: Uses the Company’s funds and resources appropriately; recommends cost-saving processes.

Judgment: Makes timely decisions, exhibits sound and accurate judgment.

Motivation: Demonstrates persistence and overcomes obstacles; measures self against standard of excellence.

Planning/Organizing: Manages time and prioritizes work to meet deadlines; able to multi-task with numerous interruptions.

Innovation: Displays original thinking and creativity; meets challenges with resourcefulness; develops innovative ideas.

Mathematical Skills:

Able to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Able to compute rate, ratio, and percent. Able to interpret bar graphs and pie charts.

Language Skills:

Read/Analyze/Interpret: Able to read, analyze, and interpret routine instructions, correspondence, policies, and procedures.

Write: Able to write routine reports, correspondence, and e-mails.

Speak: Able to effectively present information and respond to questions in one-on-one, small and large group situations of customers, clients and employees of the organization.

Computer Skills:

MicroSoft Outlook: Open and reply to e-mails, open folders, set and reply to calendar appointments.

Word - Basic Skills: Open document, change font, copy text, create columns check spelling, change margin, align text, set tabs

Physical Demands:

Seldom- Sit

Frequently- Stand, walk, use hands, reach with hands and arms, climb roofs or attics, balance, stoop, kneel, crouch, or crawl, talk, and hear

Occasionally - Lift up to 25 lbs (and seldom lift up to 50 lbs.)

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

Frequent outdoor weather conditions; occasional office environment.

There is moderate to loud noises on this job.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.