Customer Care Specialist

3 months ago

Pewaukee, United States Tim O'Brien Homes Full time
Description

Customer Care Warranty Specialist - Residential Home Building

This position is responsible for performing work with the primary goal of providing the highest quality warranty service. Daily communication with Tim O'Brien Homes homeowners and Trade Partners will be necessary for this position. The majority of the working hours will be spent in meetings with Tim O'Brien Homeowners and performing minor repairs at their home.

Responsibilities

•Participate as an active member of the Production Team by supporting all company initiatives, attending all department meetings, and providing constructive insight to the Customer Care Manager
•Communicate any recurring warranty issues to the Customer Care Manager and provide insight on possible plan changes to resolve issues
•Ensure customer satisfaction by working to deliver quality warranty services on a timely basis according to company policies and procedures
•Maintain a top-rated customer service attitude
•Thoroughly understand all sections and components of the Tim O'Brien Homes Warranty Program and all vendor warranty programs
•Ensure that all customer communications occur in a timely and professional manner
•Develop a professional and ethical relationship with TOH vendors, enforcing Vendor Scope of Work requirements
•Ensure all Warranty work is completed and signed off by the homeowner within 30 days of warranty review with the ultimate goal being completion within 21 days. All Emergency Warranty requests must be reviewed within 24 hours and completed within 48 hours
•Schedule all Warranty repair day appointments on the same day as the 60-day or 11-month review to minimize disruptions to the homeowner

Qualifications

Core Competencies/Required Skills and Abilities:
•Excellent verbal and written communication and interpersonal skills
•Ability to work independently and with a team
•Ability to independently make accurate, timely decisions
•Ability to read and interpret detailed construction blueprints, job specifications, and detailed development drawings
•Basic technology skills require the proficient use of a PC and mobile smartphone
•Knowledge of Microsoft Windows and Outlook (email) is required with the ability to learn web-based residential construction management systems

Required Experience/Education:
•Experience in a New Homebuilding Environment
•High School Diploma or equivalent experience
•Some college education is preferred

Other Requirements (e.g. Travel, Physical Demands):
•Daily travel required
•Must possess a valid driver's license
•Employees must be able to navigate uneven terrain and stairs and have the ability to stand for a prolonged period of time (4-6 Hours)
•The employee must be able to lift a maximum of 50 lbs to chest height

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