Customer Care Representative

Position Summary:


The Customer Care Representative plays a key role in delivering an exceptional homeowner experience by managing the post-sale customer journey from pre-construction through the warranty period. This position is responsible for managing warranty requests and overseeing service work. The role requires strong communication skills, attention to detail, and the ability to coordinate effectively with homeowners, trade partners, and internal teams.

Responsibilities:

• Manage expectations and educate homeowners on home features, warranty coverage, and maintenance procedures.
• Evaluate and process homeowner warranty requests; conduct home walkthroughs and regular customer care visits throughout the warranty cycle.
• Address homeowner concerns promptly and escalate complex issues to management as needed.
• Coordinate and supervise trade partners and subcontractors to complete repairs safely, efficiently, and to quality standards.
• Generate work orders and purchase order requests for all warrantable repairs; review and approve service-related invoices.
• Maintain accurate field files and documentation of all customer care activities.
• Support weekend emergency service coverage on a rotating basis.
• Monitor customer feedback and surveys to identify trends and suggest process improvements.
• Collaborate with construction and purchasing teams to reduce recurring warranty issues and contribute to product improvement efforts.
• Lead by example in promoting company values, vision, and professional standards.

Key Qualifications:

• High school diploma or GED required.
• Minimum 23 years of customer service experience, industry experience preferred.
• Superior customer service and relationship-building skills.
• Strong verbal and written communication abilities.
• Highly organized and detail oriented.
• Ability to manage multiple tasks and projects in a dynamic environment.
• Comfortable working independently and collaboratively as part of a team.
• Professional appearance and a positive, "can-do" attitude.
• Experience using Build Pro is preferred.

Base Salary:


The expected base salary for this position is between $70,000 - $80,000 per year, depending on experience and skillset. Base salary is paid bi-weekly.

Benefits:


In addition to competitive health insurance coverage for team members and their dependents, Risewell Homes also provides comprehensive benefits such as generous paid time off policies, like vacation, holidays, sick leave, jury duty, and bereavement; paid disability, parental and military leave; company-sponsored and voluntary term life, AD&D, and short- and long-term disability insurances; a 401(k) retirement plan with employer matching; and a wellness incentive program to help team members thrive both personally and professionally.

Physical Requirements:


This position requires both office and field work. Employees must be able to bend, stoop, climb stairs and ladders, reach, and walk on uneven or active construction terrain. The role involves lifting and carrying up to 50 pounds and safely operating a motor vehicle. Clear vision, hearing, and speech are essential to perform job functions effectively.


Work may take place in varying conditions, including heat, cold, inclement weather, and potential exposure to hazardous materials. Required PPE may include hard hats, steel-toe boots, eye, hearing, and respiratory protection. Computer proficiency is also necessary. Public contact is required; therefore, professional appearance and appropriate business attire are expected.


The physical and environmental demands described are representative of those required to perform the essential job functions. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform these functions.

Supervisory Responsibilities:


While this position does not directly supervise employees, this position supervises and coordinates the work of onsite subcontractors and vendors, providing direction and oversight in accordance with company policies and safety requirements.

Travel Requirements:


A valid driver's license and active vehicle insurance is required at all times.

Safety Requirements:


This position is a safety sensitive position and includes tasks or duties that could affect the safety and health of the employee performing the task and others. This position requires safety training provided by the company.

FLSA Classification: Non-Exempt

Disclaimer:
Risewell Homes is an equal opportunity employer. Candidates must be authorized to work in the United States. The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this role. Management retains the discretion to add, modify, or remove job duties at any time.