Customer Care Representative

Engage with homeowners in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships

Respond quickly, professionally, and accurately to homeowner warranty concerns

Home visits to inspect issues and determine if the concern is eligible under warranty

Work with homeowners and subcontractors to resolve the issue quickly and correctly

Conduct research with available resources to satisfy homeowner inquiries

Say "no" when necessary, hold firm on decisions, and overcome objections in a professional manner

Coordinate and schedule all warrantable repairs with contractors and homeowners

Follow up, inspect, and ensure completion of all repairs

Hold contractors accountable for results

Maintain records of issues and resolutions in the warranty database for management reviews

Instruct customers on how to maintain their homes, as well as communicating what items are not warrantable

Manage a budget

Achieve high levels of homeowner satisfaction

Positive attitude with excellent verbal communication and interpersonal skills

Show resilience under pressure, dealing with negativity and confrontational situations in a professional manner

Self-starter with excellent time management, scheduling and follow-up skills required

Comfortable holding subcontractors accountable for the quality of their work and making independent decisions

Previous experience in the home building industry and/or some home repair experience is helpful, but not required

Experience managing budget/costs is a plus