Customer Care Representative

Company: Landsea Homes
Location: Irvine
Posted on: March 12, 2023

Job Description:

• 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.
      • 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.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.

Keywords: Landsea Homes, Irvine , Customer Care Representative, Other , Irvine, California