Customer Care Representative

Overview

Brookfield Residential is a leading North American land developer and home builder for over 65 years, committed to creating the best places to call home and to cultivating exceptional life experiences for our customers, partners, employees, and communities.

The Customer Care Representative is responsible for the day-to-day management and operation of their community. Must diagnose, schedule and complete warranty service requests in a professional, timely and satisfactory manner with the goal of exceeding customer satisfaction.

• Strive to deliver the ultimate customer experience.
• Become proficient with the mobile application for tracking and updating customer service requests.
• Attend AVID Survey seminars when offered.
• Attend weekly Community team meetings.
• Interact with construction and sales personnel to ensure a positive team spirit.
• Schedule or perform model maintenance as requested.
• Comply with Brookfield Residential Appearance Code.
• Knowledge of Brookfield’s Fit & Finish One-Year Limited Warranty.
• Knowledge of construction performance standards in the publication, The Home Book, A complete Guide to Homeowner and Home builder Responsibilities.
• Knowledge of programs:
  Conasys Homeowner Central Portal, OnLocation Warranty, and Build Pro.
• Respond to customer service requests and identify items covered by Brookfield Residential limited warranty, manufacturer’s warranty, or homeowner responsibility.
• Contact homeowner the day of receipt or next business day to schedule assessment appointment.
• Return telephone calls during normal business hours the same day or morning of next business day.
• Encourage homeowners to take surveys and follow up when necessary.
• Manage, coordinate and verify satisfactory completion of corrective repairs performed by trade contractors or others. Ensure work is completed as efficiently, promptly, neatly and as cost-efficiently as possible.
• Ensure repairs are completed right the first time.
• Provide timely response to customer’s questions, meet commitments, arrive on time or call if delayed.
• Target for completion of service requests is 15 calendar days after initial review unless items are back ordered.
• Notify customer if items are back ordered.
• Obtain homeowner sign-off on all service requests.
• Maintain contact with customers throughout warranty period to maintain a positive relationship.
• Recurring issues:
  Notify Vice President of Operations, Customer Care Manager and Director of Purchasing on recurring items.
• Perform other duties as set forth by the Vice President of Operations, Customer Care Manager, and Operations Coordinator.
• Become familiar with each floor plan in community and have knowledge of standard items versus optional items. Obtain knowledge about home, construction, and features.
• Pre-walk production homes with construction team to enforce Brookfield Residential quality standards.
• Conduct thorough and educational Orientation noting exceptions requiring additional work on exterior and interior. Confirm that all options and upgrades have been installed.
• Be familiar with the walkthrough guide for your specific community type.
• Point out location of and how to shut off the following:
  • Main gas shut-off valve
  • Individual gas appliance shut-off valves
  • Water meter and shut-off valve
  • House main shut-off valve
  • Irrigation shut-off valve
  • Individual water shut-off valves
• Point out area drains and explain grading
• Explain the following:
  • Main electrical panel and subpanel, GFCI
  • Fire sprinkler system
  • Water heater
  • HVAC system
  • Garage door opener
  • Smoke detectors and carbon monoxide detectors
  • Homeowner maintenance items
• Explain the resources available to homeowner regarding the proper use and care of their home.
  • Home Experience website includes a guide to home ownership, warranties, and preventive maintenance. The website also contains other valuable information, at no cost, and is available to the original or subsequent buyers for 10 years after close of escrow.
  • Become familiar with information contained in Orientation Guide given to buyers at contract and be prepared to answer customer’s questions.
  • Inform customer they will receive monthly maintenance tips from Conasys via email after close…