Customer Care Representative

Customer Care Representative (
* Newberg, OR)

Full Time

The Customer Care Representative is 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 exceeding customer’s expectations.

The reason the job exists

The behaviors or traits required to do the job

• Intentionality
  :
  We are deliberate and clear in all interactions. We talk straight as a means of building trust. We clarify expectations to avoid misunderstandings.
• Innovative Spirit
  :
  We actively seek improvement and ways to be more effective and efficient today than we were yesterday.
• Servant’s Heart
  :
  
  Our relationships are built on empathy and respect. We look for win/win solutions. We are connected and care for each other.

The essential actions required of the job

• Be a trusted resource for homeowners
• Schedule appointments with homeowners and perform onsite home inspections within the warranty
• Evaluate warranty requests and determine needs with the utmost professionalism
• Perform minor home repairs, adjustments, and modifications
• Display empathy while providing superior customer service on the phone, in person and via email
• Respond to phone calls & emails for warranty customer care
• Participate in an on-call rotation to support after hours warranty requests
• Organize homeowner paperwork & one year warranty files
• Follow up on one-year warranty meetings
• Work with internal and external departments to ensure homes are ready for new NHD meetings and that warranty claims are completed in a quality and timely manner.
• 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 Homeowner Care Team with scheduling, Trade base warranty follow-up, data-entry, filing & product/warranty research
• Manage, follow up and track trade partner “open tickets” and coordinate scheduling
• Attend company, department, region, and community meetings
• Conduct in-depth home presentations with new homeowners before closing
• Perform other related duties as assigned

The experience needed to do the job.

• Bachelor’s Degree or equivalent years of related experience
• 4+ years of customer service experience required
• 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)
• Must possess a valid driver’s license
• Ability to work extended hours as needed to meet with homeowners

The skills required to do the job

• Solution-Focused:
  Solutions-focused people don’t let workplace problems stop their progress. They remain focused on finding the best possible solution to resolve the problem so that quality work can continue.
• 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.
• Positive Energy:
  Engaging with coworkers in cheerful, respectful, polite manner; contributing constructively to conversations and team meetings and avoiding behaviors that drain energy from others.
• Leadership:
  Influencing others in a way that moves the team forward; being constructive in a way that helps the team to reach goals. Regardless of having a leadership title, employees who demonstrate leadership competency actively participate in discussions, ask questions, listen to others, and help build consensus on a team.
• Team Accountability:
  Understanding the interdependency of the workplace and acknowledging that individual work impacts the work of the team and the work of the overall organization. An accountable team member will ensure their own work is done in a timely and effective manner to contribute to the success of…