Customer Care Representative

2 weeks ago

San Ramon, California, United States Brookfield Properties Full time
Job Description

Role Summary

We are seeking a highly skilled and customer-focused Customer Care Representative to join our team at Brookfield Properties. As a key member of our community management team, you will be responsible for delivering exceptional customer service and ensuring the satisfaction of our homeowners.

Key Responsibilities

  • Diagnose, schedule, and complete warranty service requests in a timely and satisfactory manner.
  • Strive to exceed customer satisfaction through effective communication and problem-solving skills.
  • Become proficient with mobile applications for tracking and updating customer service requests.
  • Attend AVID Survey seminars and participate in weekly sales meetings to stay informed and engaged.
  • Interact with construction and sales personnel to foster a positive team spirit and ensure seamless communication.
  • Schedule or perform model maintenance as requested, and comply with Brookfield Residential's Appearance Code.
  • Knowledge of Brookfield's Fit & Finish One-Year Limited Warranty and construction performance standards.
  • Respond to customer service requests, identify items covered by warranty or homeowner responsibility, and contact homeowners to schedule assessments.
  • Manage, coordinate, and verify satisfactory completion of corrective repairs, ensuring work is completed efficiently, promptly, and cost-effectively.
  • Provide timely responses to customer inquiries, meet commitments, and arrive on time or notify customers of delays.
  • Notify customers of back-ordered items and obtain homeowner sign-off on all service requests.
  • Maintain contact with customers throughout the warranty period to build a positive relationship.
  • Recurring issues: Notify Vice President of Operations, Director of Customer Care, and Director of Purchasing on recurring items.
  • Perform other duties as set forth by the Director of Customer Care or Vice President of Operations.

Requirements

  • Minimum 2 years of experience in customer care, preferably in residential construction.
  • Excellent communication skills, both written and spoken.
  • Team player with strong organizational and interpersonal skills.
  • Customer service-focused with negotiation and problem-solving skills.
  • Strong work ethic, loyal, trustworthy, and honest.
  • Ability to manage multiple tasks, using good judgment and effective time management skills.
  • Ability to withstand many contact episodes without becoming robotic, detached, or unsympathetic to customers' concerns.
  • Ability to bend, stoop, lift, move, and carry field materials weighing 50 pounds or less.
  • Must have a vehicle for daily travel.
  • Accuracy and attention to detail are essential.
  • Proficient in MS Office (Word, Excel) and familiar with MS Outlook (email) and MS Teams.
  • Familiar with a mobile device, such as an iPad.

What We Offer

We are proud to offer our employees a competitive compensation package, excellent extended health benefits, 401k matching, generous tuition assistance, leadership development and mentorship programs, charitable donation matching, and a culture based on our values of Passion, Integrity, and Community.

Brookfield Properties

We are a leading North American land developer and homebuilder within the Brookfield Properties family, committed to creating the best places to call home. Our goal is to cultivate exceptional life experiences for our customers, partners, employees, and members of the community.

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