Senior Customer Care Representative

Overview Tri Pointe Homes is about more than homes, we are about people. We are committed to changing the lives of our customers and employees. Our passion for creating communities does not end with our customers. If this sounds like a career for you, apply to be a part of our great team. Tri Pointe Homes Utah is looking for an experienced, enthusiastic individual to join our talented group as a Senior Customer Care Representative. Position Summary Provide excellent customer experiences to homeowners in response to home warranty issues, including complex and/or escalated issues. Provide training and mentoring support to less experienced team members and customer care leadership within the community site team environment. Position Responsibilities Respond to homeowner warranty issues including more complex matters such as escalated issues, legal inspections, and 2-10 warranty claims, and determine the best course of action per the warranty manual, company/division guidelines, policies, and procedures. Perform accurate assessments of all service requests submitted by homeowners, evaluate construction defects vs. homeowner maintenance, determine items covered under warranty, and work with trade partners to ensure timely completion of repairs to homeowner’s satisfaction. Provide leadership within the community site team on issues related to customer care matters and work collaboratively with the sales and construction teams and trade partners to ensure delivery of quality new homes. Provide training and onboarding support to less experienced team members. Assist with the legal dismissal process by participating in legal inspections and providing expertise on warranty-related issues. Proactively maintain regular contact with homeowners, internal team members, and trade partners regarding updates on service requests, product information, and warranty coverage details. Actively participate in Eliant Survey reviews and follow up with homeowners and trade partners to increase survey response rates and satisfaction results. Perform quality control inspections and homeowner orientations per company guidelines. Complete all work orders, orientations/quality walks, purchase orders, and any other Customer Care documents or essential work processes, as assigned, in an accurate and timely manner. Track warranty costs and individual expenditures within accounting system to ensure compliance with contracted rates and negotiate with trade partners and/or investigate above normal estimates and invoices. Develop and maintain up-to-date product and home care knowledge to provide feature, function, special conditions, and benefits information to homeowners and set proper maintenance and performance expectations. Assist construction team members to ensure the proper preparation and quality control finish of each new home before delivery to homebuyers. Collaborate with sales team members to ensure model homes are maintained in excellent condition and are always presentable to homebuyers. Work with management on departmental special projects. Maintain Customer Care database and/or related systems with scheduling dates, service providers, and other information required. Coordinate and schedule trade partners to perform necessary repairs in the homeowner’s home, deconstructing and reconstructing service items requiring multiple, overlapping trades when needed. Engage with trade partners to improve quality and efficiency of work. Perform minor home repairs, adjustments, and modifications for homeowners. Collaborate with production and purchasing departments on improvement opportunities based on industry trends and share/benchmark best practices with other divisions. Lead others on the site team in maintaining a safe, civil, and clean work environment within all work sites. Abide by individual employee safety policies, stay up to date with job site safety training and guidelines, intervening or reporting any unsafe work conditions if needed. Regularly review Customer Care reports and data to identify and execute areas for improvement. Position Qualifications High School Diploma/GED 5 or more years of experience in residential customer care or field construction Project or team leadership experience preferred Valid Driver’s License Advanced conflict resolution and de-escalation skills with strong focus on customer satisfaction and relationship building Advanced understanding of home construction and repair, water intrusion causes/remedies, and familiarity with local/state codes Advanced interpersonal skills with demonstrated ability to create dialogue that builds trust and understanding and supports the company’s culture of service. Strong written and verbal communication skills Knowledge of construction trades with ability to effectively evaluate, negotiate, and hold trade partners accountable regarding costs and scope of work per contract Demonstrated project management skills with ability to prioritize multiple projects, collaborate across teams/departments, and deliver timely results Demonstrated team leadership skills with ability to provide coaching, mentoring, or training to other team members Advanced proficiency in Hyphen (warranty system), iPads, and other required technical platforms Advanced ability to investigate, diagnose, and resolve complex issues related to home warranties and repairs Physical Requirements Overtime, occasionally as needed On-Call and After hours work per assigned weekly rotations Standing for extended period, 6 or more hours Pushing, pulling, lifting, and/or carrying heavy objects, up to 50 pounds Balancing while walking/standing/crouching Frequent walking/moving around the work site Climbing stairs or ladders Bending, stooping or crouching Reaching with hands and arms Using fine motor skills for tasks requiring precision (e.g. typing, assembling small parts, etc.) Using hands/fingers to handle, control or feel objects. Judging distances and spatial relationships Exposure to varying/extreme temperatures, weather conditions, extreme noise levels, and/or hazardous materials Working in confined spaces Working at heights Tri Pointe Homes is committed to building a diverse and talented team to help us achieve our goals. Please note that due to operational constraints, we are unable to consider applicants who require visa sponsorship (e.g., H1B, OPT) for this position. This policy applies uniformly to roles where sponsorship cannot be accommodated to ensure consistency and fairness in our hiring process. At Tri Pointe Homes, we are intentional about fostering an environment where you, and all individuals, are encouraged to be their authentic selves. We embrace individuality and strive to be consciously inclusive of different backgrounds, experiences, and perspectives in every aspect of our business. We believe our company’s strength relies on the diversity of the team and the unique, innovative ideas everyone contributes. Pursuant to the California Consumer Privacy Act of 2018, if you are a California resident, you have the right to know the categories of personal information that we collect about job applicants, employees and their emergency contacts and beneficiaries, and independent contractors. Please click for a description of our personal information collection practices. We are an Equal Opportunity Employer, which means we make employment decisions based on merit and qualifications and are committed to providing equal opportunities for all applicants and employees without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, sexual orientation, gender identity or expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state or local laws. We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for an open position or to participate in an interview, please let us know. #J-18808-Ljbffr