Customer Care Technician

Customer Care Technician

The Customer Care Technician reports to the Director, Customer Service or Manager, Customer Care to provide timely, efficient and quality services, with a high level of professionalism to all Brookfield homeowners. Efforts to ensure customer satisfaction at all Brookfield Residential communities will remain the utmost priority.

Key Deliverables:

• Schedule appointments with trades/homeowners to complete necessary after sales service - meet with homeowners to go over scheduled 30 day / 1 year / 2 year and call-in deficiencies; complete necessary builder deficiencies as per homeowner request, and confirm if trade deficiencies have been completed. Ensure a satisfactory resolution is met for all warranted deficiencies.
• Respond to Service Orders with resolution to all concerns - contact homeowner upon receipt of Service Order for scheduling; coordinate subcontractors when applicable; resolve items on homeowner list; procure sign-off from homeowner when possible
• Provide mediation between homeowners and subcontractors, or subcontractors to subcontractors as needed; provide solutions and work to resolve any differences in opinion
• Model Conversions and HOA Punch List - coordinate with Sales Marketing representative to procure model close down list; determine and resolve which items can be resolved directly by Service Department; Arrange subcontractors scheduling for completion of items; complete any subsequent lists which may occur once home has been sold
• Provide support staff to superintendents - provide back-up for Construction Managers as needed; act as a technical advisor on occasions when Production Manager has appointment to meet with homeowner
• Special Projects - provide services for those projects such as determination of problems with structures, scheduling appropriate individuals to resolve any concerns, as well as providing "hands on" services such as non-trade oriented repairs
• Participate in rotation for Emergency Service Pager duties - respond to homeowner telephone calls that are emergency in nature; contact homeowners to provide them with information as to "how" call will be responded to; contact necessary subcontractors when appropriate; contact office on first available occasion to ensure documentation
• Conduct Customer Orientations for Model and Spec homes - coordinate with Sales Department for scheduling of necessary customer walk-throughs; conduct walk-through of Model / Spec homes with Sales Manager and Purchaser; schedule and complete all repairs/items as agreed upon (by Sales Department) during homeowner walk-through, involving subcontractors as necessary Reporting
• Report via completed Service Orders status of same; weekly response to Service Director of Status of any outstanding Customer Orientation or Post settlement list; upgrade aging reports and service work orders
• Cost Control - proceed in all endeavors with efficient spending of funds; ensure adequate planning for necessary materials for, and coordination of, any job including advance purchase of materials as required

What You Bring:

• Great with time management and delegation skills and general tasks
• Personable and manages projects appropriately
• Strong general communication and organization skills specifically with homeowners and trade partners
• Prior construction knowledge is a plus but not required
• General knowledge and experience of repairs, tradesman disciplines such as, but not limited to, drywall, painting, tile, carpentry, and basic plumbing and electrical
• Excellent knowledge and capacity to operate power and hand tools

What We Offer:

• Competitive compensation
• Excellent extended medical, dental and vision benefits beginning day 1
• 401(k) matching, vesting begins day 1
• Career development programs
• Charitable donation matching
• Paid Volunteer Hours
• Paid parental leave
• Family planning assistance including IVF, surrogacy and adoptions options
• Wellness and mental health resources
• Pet insurance offering
• A culture based on our values of Passion, Integrity and Community

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. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.