Customer Experience Specialist
7 days ago
We are seeking a Customer Experience Specialist to join our team at Tri Pointe Homes Holdings, Inc.
About the Job
This role is responsible for delivering exceptional customer experiences to homeowners, while following company expectations.
Responsibilities
- Respond to homeowner issues in a timely manner, communicating through various channels.
- Perform accurate assessments of all service requests submitted by homeowners.
- Build strong relationships with homeowners, Customer Care Coordinators, and trade partners.
- Conduct follow-up communications to ensure timely completion of warranty repairs.
- Actively participate in Eliant Survey reviews and follow up with homeowners and trade partners.
- Perform quality control inspections and homeowner orientations.
- Complete all work orders, orientations/quality walks, purchase orders, and other documents in an accurate and timely manner.
- Control and be responsible for all warranty costs.
- Work collaboratively with sales and construction team members.
- Develop and maintain up-to-date product and home care knowledge.
- May assist construction team members to ensure proper preparation and quality control finish of each new home.
- Collaborate with Sales team members to ensure model homes are maintained in excellent condition.
- Update Customer Care database and/or IT application systems.
- Coordinate and schedule trade partners to perform necessary Customer Care repairs.
- Perform minor home repairs, adjustments, and modifications for homeowners.
- Track and review industry trends and work with production and purchasing departments on improvement opportunities.
- Assist in maintaining a safe, civil, and clean work environment.
- Regularly review Customer Care reports and data to identify and execute areas for improvement.
Requirements
- High School diploma or GED required.
- A minimum of 3 months of demonstrated experience in home construction including Customer Care or repair.
- A minimum of 1 year of residential, customer care, or construction field experience is preferred.
- Must possess a valid Driver's License.
Salary Information
The estimated annual salary for this position is $55,000 - $65,000 depending on experience and qualifications.
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