Customer Care Representative - Construction Warranty

Ashton Woods Customer Care Representative Construction Warranty

Ashton Woods is more than just a home builder. From the sale of our first home in 1989 to recently being named Builder of the Year by Builder Magazine, our focus has always been on blazing new trails and pushing the boundaries of what is possible in homebuilding. Ashton Woods, the #1 private home builder in the United States, markets its homes through its two award-winning brands, Ashton Woods and Starlight Homes. The Ashton Woods brand is known for designing thoughtfully curated, inspired homes for people who love design. The Starlight Homes brand builds homes specifically for first-time homebuyers, offering affordable homes with well-executed designs and quality finishes for buyers looking to make the dream of home ownership a reality. The company's commitment to innovation and continually evolving to meet the needs of the market is a key reason we are one of the most celebrated home builders in the nation, winning hundreds of national and local industry awards in product and community design, architecture, merchandising, sales, marketing, and customer service.

Headquartered in Atlanta, Georgia, Ashton Woods sells new homes in Atlanta, Austin, Charleston, Dallas, Houston, Myrtle Beach, Nashville, Orlando, Phoenix, Raleigh, San Antonio, and Tampa.

Position Overview

The Customer Care Representative Construction Warranty is responsible for customer care functions with homeowners and vendors. This is a field based and works directly with homeowners and makes warranty decisions.

Responsibilities

Responsibilities include but are not limited to:

• Ensuring that all service issues are resolved to homeowners' satisfaction in the most cost-effective method.
• Providing exceptional customer service which results in highly satisfied homeowners.
• Managing customer care program in a manner which is consistent with construction practices and budgetary constraints resulting in satisfied homeowners.
• Receiving customer care requests, evaluating them, and responding appropriately with either repair work or sound explanation to homeowners regarding why repair work is outside the scope of AWH warranty program.
• Developing and implementing a scheduling process which results in timely completion of needed warranty work.
• At times assuming the role of the primary Ashton Woods representative at assigned sites.
• Analyzing trends in service work, warranty obligations to identify root causes of errors and possible solutions.
• Developing and implementing procedures and programs which correct root causes of warranty obligations.
• Maintaining an effective working relationship with subcontractors.
• Developing and implementing a process which allows service trends to be analyzed, root causes identified, and appropriate corrections made.
• Oral and written communications both internally and externally.
• Other duties as assigned by Manager.

Qualifications

Qualifications include but are not limited to:

• Bachelor's Degree with emphasis in Construction Management or similar degree preferred or equivalent years of direct, on-site construction or warranty service experience with production builder.
• High School diploma or equivalency required.
• A valid driver's license and valid insurance for any motor vehicle used to provide transportation as required by the position.
• Minimum of one-year direct experience in production building or warranty service.
• Construction or building industry experience required.
• At least 3 years of Subcontractor Management experience preferred.
• Experience with Outlook, Excel, Word, Power Point, and ability to learn new programs as needed.

Skills and Knowledge

Skills and knowledge include but are not limited to:

• Knowledge of Construction Standards and Methods.
• Conflict resolution skills.
• Ability to review, analyze and trouble-shoot to solve problems.
• Ability to communicate patiently and professionally with both internal and external customers both orally and in writing.
• Professionalism in both appearance and behavior required for working directly with homeowners.

Typical Physical and Mental Demands

Typical physical and mental demands include but are not limited to:

• Must be able to read, write, and speak fluently in English. Spanish language skills are helpful.
• Ability to hear and have sufficient vision to utilize all office equipment.
• Ability to walk, bend, crouch to inspect areas that may require warranty service.
• Standing for extended periods of time may be required.
• Use of hands and fingers is required to utilize standard office equipment.
• Requires occasional lifting up to 30 pounds.

These physical requirements are representative of those required to successfully perform the essential functions of this position. Reasonable accommodation will be provided to enable individuals with disabilities to perform these functions if requested.

Working Conditions

Work conditions vary in this position from a standard office environment to homes and construction sites. Work requires travel to off-site locations including the homes of our customers. Transportation is required; safety concerns include dangers while driving.