Customer Care Representative

Job Description

Job Description

Who We Are

Our mission is to enhance the lives of people by creating inspiring living environments – enhance and inspire. For over 35 years, Trumark has been a leading real estate development company with divisions in Colorado, Washington, Northern, Central, and Southern California. We strive to set ourselves apart from other builders by looking ahead. We make sure that the products we are providing are the best for our homebuyers, that they fit into life today and in the future, and that the surroundings are inviting and purposeful.

Overview

Interfaces with customer care and construction departments, subcontractors, homebuyers, and homeowners to perform quality control, final orientations and diagnose, schedule and complete warranty service work.

Key Responsibilities:

• Conducts internal pre-walk and sign-off, utilizing department’s PW templates and RTS protocols.
• Provides construction with clear, written communication of punch items needing corrected.
• Maintain great rapport with construction personnel who are responsible for completing punch items.
• Conducts walk-through and sign-off appointments in accordance with department’s standardized processes, and forms.
• Educates buyers on the design and performance of energy efficient equipment and systems.
• Maintains familiarity with Trumark’s Limited Warranty Policy, as well as SB-800 statutes of limitations.
• Services homeowner service requests coming into department via phone calls, emails, voicemails, or Zendesk accounts.
• Utilizes Newstar to generate work orders to trades for warrantable items with a targeted homeowner sign-off within (7) days.
• Action days – manage multiple trades on homes with complex service requirements.
• Conducts year-end walks to assess items qualifying for warrantable service work.
• Continuous Improvement – back feeds recurring deficiencies with design or product to Customers Service Manager.
• Supports continuous education of homeowners on warranty, functionality, fit and finish, and design of utilities and their performance.
• Water intrusion site inspections – works within department protocols to conduct field assessment of water damage, and identify the source of the leak.
• Water damage remediation – supports trade efforts of to remediate and in house management of build-back phase.
• Eliant surveys – provides and manages customer service work to completion in a manner that commands “10” ratings.
• Schedule and supervise subcontractor repairs in homes after delivery to homeowner.
• Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within seven (7) days.
• Maintain excellent homeowner relations, provide homeowner knowledgeable, timely and professional service.
• Evaluate subcontractor and product performance.
• Keep accurate service request logs and documentation of all work performed.

Qualifications:

• Has a High School Diploma or GED minimum.
• Has fundamental working knowledge of residential assembly/construction.
• Is familiar with product quality and workmanship standards to which houses are built.
• Able or capable of learning to work with customer service ticketing software.
• Must have a background in Warranty, or similar.
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relations.
• Must have a valid, unrestricted Motor Vehicle License.
• Excellent communication, verbal, and written skills.
• Strong organizational and interpersonal skills.
• Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines.

Why Work for Trumark?

• Work with a team that values you! Trumark offers a direct career path with an open seat for you at our table.

• We embody our mission to Live Well. Trumark Homes is dedicated to creating communities that foster an enthusiasm to connect, the strength to aspire and the compassion to give back. For approximately every 50 homes we build, we work with charity: water to provide and serve approximately 200 people with fresh, clean water.

• Exceptional Medical Benefits.

• Monthly wellness stipend.

• 401k with company matching, we are helping you plan for future retirement.

EEO Statement

At Trumark Homes, we are committed to providing equal employment opportunities to all persons regardless of race, color, ancestry, citizenship, national origin, religion, veteran status, genetic characteristic or information, age, gender, sexual orientation, gender identity, marital status, family status, pregnancy, or other legally protected status (collectively, “protected statuses”). We do not tolerate unlawful discrimination in employment decisions, including recruiting, hiring, compensation, promotion, benefits, disciplines, termination, job assignments, or training.

Statement to Outside Staffing Agencies

Trumark Companies ("Trumark") does not accept unsolicited resumes from recruiters, agencies, or any source other than directly from the candidate. Trumark will NOT pay any fees for placements resulting from unsolicited submissions. Trumark’s recruiting department handles all recruiting/hiring processes – please do NOT contact other Trumark employees (including the hiring manager) directly to present candidates or to engage them for recruiting/staffing services. Only Trumark’s recruiting department is authorized to engage in recruiting and staffing services; any unsolicited submissions or engagements by recruiters, agencies, or any other source will be deemed to have been made free of any charges, fees, or obligations.