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Customer Care Specialist

2 months ago

Laveen, Arizona, United States Starlight Homes Full time
Job Overview

Starlight Homes, a leader in providing affordable housing solutions for first-time homebuyers, is dedicated to making the dream of homeownership accessible to all. Our New Home Sales Consultants are committed to guiding customers through every phase of the home buying journey, ensuring a seamless and reassuring experience.

Position Summary:

Located in the West Valley, this role is pivotal in addressing all post-closing inquiries from customers and trade partners. The individual will actively contribute to maintaining high standards of quality and customer satisfaction across our communities.

Key Responsibilities:

  • Oversee the customer care program to align with construction practices, fostering satisfaction among Starlight Homes clients.
  • Promptly assess and resolve customer care inquiries.
  • Utilize company software to coordinate and address warranty issues with designated trade partners.
  • Examine service work trends and warranty commitments to identify underlying issues and propose solutions.
  • Formulate and execute strategies to rectify warranty-related challenges.
  • Establish a scheduling process for service work that ensures timely completion of warranty tasks.
  • Conduct quality inspections on completed homes to verify product excellence.
  • Maintain strong working relationships with trade partners.
  • Act as the primary representative for multiple Starlight Homes communities as needed.
  • Collaborate with the Construction team for cross-training opportunities.
  • Communicate effectively, both verbally and in writing, with internal and external stakeholders.
  • Perform additional duties as assigned by the Manager.

Qualifications:

  • Bachelor's Degree in Construction Management or a related field preferred, or equivalent experience in construction or warranty service.
  • High School diploma or equivalent required.
  • A valid driver's license and appropriate insurance for any vehicle used for transportation are mandatory.

Skills and Competencies:

  • Familiarity with Construction Standards and Methods is advantageous.
  • Strong conflict resolution abilities.
  • Proficient in computer applications, including Outlook, Excel, Word, and PowerPoint, with a willingness to learn new software.
  • Ability to analyze, interpret, and troubleshoot information effectively.
  • Proficient in business English, with a capacity to communicate professionally with customers both verbally and in writing.
  • Exhibit professionalism in appearance and conduct when interacting with homeowners.

Experience:

  • At least one year of experience in production building or warranty service is preferred.

Physical and Mental Requirements:

  • Fluency in English is required; Spanish language skills are a plus.
  • Ability to hear and see adequately to utilize office equipment.
  • Capability to walk, bend, and crouch for inspections; standing for extended periods may be necessary.
  • Manual dexterity is required for operating standard office equipment.
  • Occasional lifting of up to 30 pounds may be required.
  • These physical demands are representative of those necessary to perform the essential functions of this role. Reasonable accommodations will be made for individuals with disabilities upon request.

Work Environment:

  • This position involves a mix of office settings and on-site visits to homes and construction sites. Travel to various locations, including customer residences, is required, with safety considerations while driving.