Customer Care Representative

Customer Care Representative (*Canby, OR) - Full-Time Purpose: The reason the job exists The Customer Care Representativeis responsible for managing, coordinating and controlling new construction warranty claims in designated communities. This role will provide superior customer service and be a trusted resource for homeowners, ensuring the company’s quality standards while continually exceedingcustomer’sexpectations Attributes: These behaviors/traits reflect our core values and must be consistently evidenced in our team: Intentional Servant’s Heart Responsibilities: Reasonableaccommodationsmay be made to enable individuals withcommunicateddisabilities to perform these essential functions. Be a trusted resource for scheduling appointments with homeowners and perform onsite home inspections within the warranty Evaluate warrantyrequestsanddetermineneeds with the utmost professionalism Perform minor home repairs, adjustments, and modifications Basic familiarity with reading and assessing blueprints Display empathy while providing superior customer service on the phone, in person and via email Respond to customer phone calls & emails in a timely and professional manner Organize homeowner paperwork & one year warranty files Follow-up onone-yearwarranty meetings Work with internal and external departments to ensure homes are ready for new home demonstrationmeetingsand that warranty claims are completed in a quality andtimelymanner. Communicate and coordinate work orders with Trade Partners and/or manufacturers Daily tasks include quality control inspections, warranty claim assessments, defect causes, & construction troubleshooting Verify completion of Trade Partner workmanship and accurately documents completion Assist Customer Care Team with scheduling, Trade base warranty follow-up, data-entry, filing & product/warranty research Manage, followupand track trade partner “open tickets” and coordinate scheduling Attendcompany, department, region, and community meetings Conduct in-depth homepresentationswith newhomeownersbefore closing Perform other related duties as assigned Successfully manage an active service load of 30+ open items with aging of open items ≤ 18 days. Efficiently complete one or more New Home Delivery (NHD) meetings per day, including preparation and follow-up. Other duties as assigned Requirements Bachelor’s Degree or equivalent years of related experience 4+ years of customer service experiencerequired 2+ years of construction field experience preferred Warranty experience preferred General knowledge of the residential building industry and the ability to use general building tools and equipment Intermediate/Advanced knowledge of Microsoft Suite Products (Outlook, Word, Excel) Ability to work extended hours as neededto meet with homeowners Ability to navigate new home attics and crawlspaces Competencies Taking Responsibility: Completing tasks without being prompted; working constructively with others to complete projects; and exercising initiative beyond just the scope of a job description. Creating a fullworkloadby seeking new tasks and initiatives during slow times. Communication: The ability to interact and exchange information effectively with others; keeping stakeholders informed ofimportant informationin a timely mannerand engaging in meaningful dialogue that results in greater clarity. Individual Development: Taking ownership over developing holistically as a person: mentally, socially, spiritually, emotionally, &/or physically…enhances balance and improves the workplace experience. Embracing a Growth Mentality: Believing abilities/skills can be developed through effort, learning, and persistence. Challenges, mistakes, and feedback become opportunities to improve, not signs of failure. This mindset builds resilience, creativity, and success by focusing on improving yourself rather than proving yourself. Role requires frequent travel within the Portland metro area (company vehicle provided) Role is eligible for a 15% bonus opportunity #J-18808-Ljbffr