Customer Care/Warranty Representative

3 weeks ago

Hebron, United States Drees Homes Full time

Overview

Drees Homes is a family-owned home building company with a passion for making custom homes easy. For 95 years, we have taken care of our employees and our customers. It’s why we rank as the 18th largest privately-owned builder in the country and have a track record of long-tenured employees. We’re proud of being named a 2022 and 2023 U.S. Best Managed Company, a program sponsored by Deloitte Private and The Wall Street Journal, and we’ve been officially certified as a 2023 Great Place to Work. Enrich your career at a company that values integrity, excellence, opportunity, stability and success.

Headquartered in Fort Mitchell, Kentucky, Drees has operations in ten metropolitan areas: Greater Cincinnati and Cleveland, Ohio; Austin, Dallas and Houston, Texas; Indianapolis, Indiana; Jacksonville, Florida; Nashville, Tennessee; Raleigh, North Carolina; and Washington, DC.

Responsibilities/Qualifications

Drees Homes is seeking candidates for the position of Customer Care Representative for our Northern Kentucky Division. The Customer Care Representative is responsible for proactively solving customer issues in assigned communities after the closing of the home. This includes completion of all work orders.

Duties and Responsibilities:

Complete assigned warranty service requests within the guidelines of company policy Follow up on all warranty requests to vendors/contractors to ensure prompt service to the customer Evaluate all customer complaints and report solutions Keep the customer care system up-to-date and accurate Recommend changes that will improve processes Monitor and respond to email and voice mail messages daily Perform punchout work prior to quality inspection Interact will all levels of management in a professional manner

Knowledge and Skills:

Ability to diplomatically and effectively handle stressful customer situations, including conflict resolution Verbal and written communication proficiencies with internal and external customers Basic computer skills, experience using an iPad Working knowledge of Word and Excel helpful Ability to work alone as well as self-driven Dependable & ethical Even tempered, customer oriented, friendly Hands on repair skills
Objective thinking and problem solving abilities
Exceptional time management and follow-up skills with a sense of urgency

Requirements:

Intermediate knowledge of construction and construction related applications
Related experience in a customer facing role Previous warranty experience or must have worked in a related industry High School diploma or equivalent; College degree a plus Reliable transportation, mileage reimbursement for work miles driven Professional appearance and demeanor

The schedule of this position will be Monday – Friday 8 AM to 5 PM, plus additional hours as necessary.

Excellent hourly rate, bonus potential, plus a comprehensive benefit package including profit sharing & 401(k) plans.

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