Customer Care Representative

Location: Houston - 10613 W. Sam Houston Pkwy. North, Suite 200 Business Overview The Customer Care Representative is responsible for the day-to-day management and operation of their community. They will be the first point of contact for post-close warranty inquiries and will report to the Director of Customer Care. The primary goal is to satisfy Brookfield Residential customers, ensuring retention of loyalty and fostering repeat and referral homebuyers. This role requires a passion for Brookfield’s mission, its products and services, and dedication to delivering the best homeowner experience possible. Key Responsibilities Collaborate with the site construction team and conduct pre-orientation walks to enforce Brookfield Residential quality standards in all new homes. Participate in the orientation and welcome home tour process for smooth delivery and transition of homeowners into the Customer Care department. Maintain thorough knowledge of the Fit and Finish One-year Limited Warranty and Performance Guidelines outlined in the Brookfield Warranty Booklet. Respond to homeowner service requests, phone calls, and emails within 24 hours or the next business day. Review customer warranty items to ensure compliance with warranty guidelines. Complete work orders and associated documentation in New Star Enterprise/On Location Warranty (NSE/OLW) within 15 days of the initial review and ensure all items are completed within 30 days of review. Manage, coordinate, and verify satisfactory completion of corrective repairs performed by trade contractors or others. Ensure work is completed efficiently, promptly, neatly, and cost-effectively, with corrections completed right the first time. Obtain homeowner sign-off on all orientation and service request/work order items. Approve trade partner invoices, send signed purchase orders to trade partners, prepare Self-Insured Retention (SIR) and back charge documentation as appropriate. Update the OLW assessment notes daily or as the work order status changes. Attend weekly site meetings. Maintain a positive customer relationship through the Customer Outreach Program, documenting contact on the department spreadsheet. Meet with homeowners during scheduled Extraordinary Touch Points (ETPs); if unavailable, attempt to speak to the homeowner on the phone and use email or text only as a last resort. Participate in the Homeowner Extended Care Program by providing personal, at-home maintenance training to homeowners at the 18th and 23rd month and encouraging survey participation and follow-up as directed. Perform other duties as assigned by the Customer Care Manager or Director. Qualifications Minimum of 2 years of customer service experience, with at least 1 year in the building industry preferred. Strong communication and problem-solving skills, focused on solutions. Effective task management and the ability to handle multiple priorities. Demonstrated teamwork through strong interpersonal skills. Consistent attention to detail. Basic repair tools available for minor touch-ups (e.g., grout, caulking, paint, drywall). Physical capability to lift up to 50 pounds and access attics, crawl spaces, ladders, and stairs. Reliable transportation for daily travel requirements. Technological proficiency with an iPhone, iPad, Windows laptop, and MS Word, Excel, and Outlook. Benefits Competitive compensation and total rewards package. Excellent extended medical, dental, and vision benefits beginning day one. 401(k) matching, vesting begins day one. Career development programs. Charitable donation matching. Paid volunteer hours. Paid parental leave. Family planning assistance, including IVF, surrogacy, and adoption options. Wellness and mental health resources. Pet insurance. Culture based on passion, integrity, and community values. Brookfield Residential participates in the E-Verify process to confirm the eligibility of candidates to work in the United States. We are proud to create a diverse environment and are proud to be an equal opportunity employer. #J-18808-Ljbffr