Customer Care Representative
Company: Landsea Homes
Location: Irvine
Posted on: January 24, 2023
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Job Description:
Customer Care Representative
Location:
Irvine, CA
Primary Responsibilities Include:
* Address new and current homeowner's concerns in prompt, courteous
manner relating to warranty items that need repair within the
parameters of the customer care department.
* Performs accurate assessments of all service requests submitted
by homeowners and answer any warranty questions timely and
accurately. This also includes visiting the homeowner to ensure the
validity of the service requested.
* Prepare home and conduct homeowner walkthrough inspections and
orientations.
* Perform quality control inspections within the Landsea quality
control guidelines.
* Coordinate and schedule subcontractors to perform the necessary
customer care repairs in the homeowner's home.
* Field incoming telephone calls from homeowners, subcontractors
and office staff including but not limited to customer care
requests, color schemes, product information and general
questions.
* Conduct follow-up phone interviews with homeowners and
subcontractors to ensure 100% of all warranty repairs have been
completed to the homeowner's satisfaction.
* Cooperate with construction in order to deliver a quality new
home and point out any special conditions or issues on existing
properties.
* Generate purchase orders, work bills, customer care documents and
other essential paperwork accurately and in a timely manner.
* Perform minor home repairs, adjustments and modifications for new
and/or current homeowners. This may be a scheduled event or it may
occur during a homeowner emergency.
* Assist in maintaining a safe, civil and clean work environment
within the job site as well as in the model homes.
* Perform multiple tasks, gather and analyze information and solve
problems skillfully and adhere to strict deadlines.
* Travel is mandatory requiring reliable transportation and the
ability to operate a car safely.
* Regular contact with homeowners, employees and subcontractors
regarding customer care request, schedule and updating customer
care information and instructions is required.
Senior Level Additional Duties:
* Train and mentor the Customer Care Representatives.
* Monitor the progress of each Request For Service (RFS) request
until completion.
* Escalate any possible future problems or sources of possible
litigation to the Director/Manager Customer Care or Supervisor
Customer Care Field.
Key Attributes:
* Demonstrates a commitment to the Company Mission.
* Develops and maintains respect and harmony with all Employees and
Management.
* Develops and maintains excellent working relationships with
homebuyers, prospective homebuyers and vendors.
* Exercise initiative in organizing and completing assigned tasks
according to established guidelines, safety standards and
procedures, deadlines and department parameters.
* Solves problems by using judgment based upon knowledge of
existing products and tracts, homeowner and/or subcontractor
schedules, management policies and departmental practices and
procedures.
* Expected to meet established productivity and task management
standards, or seek assistance.
Supervisory Responsibilities:
This job has no direct supervisory responsibilities. Senior level
assists in mentoring and development of Customer Care
Representatives.
Key qualifications include:
* High school diploma or general education degree (GED); or three
to six months of demonstrated experience in home construction
including Customer Care or repair; or equivalent combination of
education and experience.
* Senior level requires at least two years' experience; preferably
with Landsea.
* Associate's Degree (A.A.) or certificate preferred.
* General knowledge of the residential building industry and the
ability to use general building tools and equipment.
* Thorough knowledge and understanding of building blue prints,
maps and color charts.
* Must possess a valid Driver's License.
Physical Requirements:
Primarily an active position. Includes the ability to walk, stand
and climb stairs in homes and the assigned community. Must be able
to lift and carry up to 50 lbs. Must be able to work both indoors
and outdoors.
Travel requirements:
This position will require some occasional driving to other
projects and the corporate office in Scottsdale.
Must be authorized to work in the United States.
This position is full time.
Contact Email:
tpiligian@landseahomes.com
Keywords: Landsea Homes, Irvine , Customer Care Representative, Other , Irvine, California
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