Job Description

Customer Care Representative

Prominent custom home builder in North Valley seeking Customer Care (Warranty) Manager. Position requires strong organization skills, attention to detail and the ability to multitask in a fast-paced environment all while maintaining a high level of professionalism. Expectations include customer service, computer skills, as well as working with your hands. Must be a self-starter and have the desire to work as part of a team.

Dependent upon division size and number of homes under construction and in warranty, the focus of the job and time spent performing specific tasks may vary significantly. The job description outlined below is intended to be an overview of the job and includes the basic functions for a customer care manager.

RESPONSIBILITIES:

• Ensure the proper processing, communication, and documentation of all warranty claims
• Ensure that all warranty requests are completed and brought to closure
• Review trade partner warranty related performance
• Handle all elevated warranty issues involving complaints, potential legal issues
• Ensure that scheduling of customer service inspections and repairs are handled in a professional, effective, timely manner
• Review all warranty reports, including work order cost reports on a weekly basis with the customer care team
• Ensure the thorough completion of all warrantable items on each warranty service request
• Investigate and solve all customer problems that may be complex and long-standing or have details that customer care associates are unable to solve.
• Become proficient in scheduling through construction software program BuildPro
• Demonstrate the highest level of knowledge and customer satisfaction as the primary contact for our customers when they have warranty issues
• Demonstrate an understanding of the NextGen Builders, LLC Warranty Program and Homeowner Maintenance requirements
• Provide a high level of service to our customers and service representatives using NextGen Builders, LLC. Customer Manual guidelines.
• Input and dissemination of warranty tickets and home inspections into BuildPro as well as distribute to appropriate contractors for completion
• Manage all escalated customer calls and in person visits to include documentation, follow-up, and work to assure closure on every claim
• Administer NextGen Builders, LLC. Warranty to include claim analysis, follow-up, and work to assure closure on every claim
• Provide weekly tracking of all outstanding warranty work orders to the office and update as required
• Willing to perform other duties as assigned
• Provide minor repairs by hand such as adjustments and general home repairs

ESSENTIAL FUNCTIONS:

Successful job applicants will be able to perform these functions. 

• Ability to access, input, and retrieve information from a computer and/or electronic device
• Ability to have face to face conversations with customers, co-workers and higher-level managers
• Ability to sit or stand for long periods of time and move around work environment as needed
• Ability to operate a motor vehicle if applicable
• Comply with company policies and procedure

PHYSICAL DEMANDS:

• Must be able to able to remain in a stationary position up to 50% of the time
• The ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds

Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job. They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.

SKILLS/REQUIREMENTS:

• High School Graduate and have a minimum of 3 years of current or recent experience in a customer service-related position with 1-2 years’ experience in residential construction is preferred
• Excellent communication skills and ability to ensure customer satisfaction
• Computer skills and ability to adapt to company systems
• Possess time management skills
• Must be highly organized and detail oriented
• Problem solving ability
• Ability to multi-task and remain focused
• Ability to maintain calm in a high stress environment

Schedule will vary

Benefits:

Medical Insurance Available

PTO available

Holiday Pay

Job Type: Full time Salaried Position (Exempt) - Salary depends on experience

This Company Describes Its Culture as:

• Detail-oriented -- quality and precision-focused
• People-oriented -- supportive and fairness-focused
• Team-oriented -- cooperative and collaborative

Company Description

Prominent Custom Home Builder in North Valley