Customer Care Representative

Ashton Woods Homes • Phoenix, AZ

305d

About The Position

The Customer Care/Warranty Representative is responsible for all customer care functions with homeowners and vendors. Works in the field directly with homeowners and makes needed warranty decisions. Manages all Customer Care Coordinators in the division and directs their work to satisfy all needed warranty and customer care obligations.

Requirements

• Bachelor's Degree with emphasis in Construction Management or similar degree preferred or equivalent years of direct, on-site construction or warranty service experience with production builder
• High School diploma or equivalency required
• A valid driver's license and valid insurance for any motor vehicle used to provide transportation as required by the position
• Minimum of one-year direct experience in production building or warranty service
• Construction or building industry experience mandatory
• A minimum of 3 years Subcontractor Management experience

Nice To Haves

• Knowledge of Construction Standards and Methods
• Conflict resolution skills
• Computer literacy, proficiency with Outlook, Excel, Word, PowerPoint, and ability to learn new programs as needed
• Ability to review, analyze and interpret information as well as trouble-shoot to solve problems
• Knowledge of business English and ability to communicate patiently and professionally with both internal and external customers both orally and in writing
• Professionalism in both appearance and behavior required for working directly with homeowners
• Spanish language skills are helpful

Responsibilities

• Manage customer care program in a manner which is consistent with construction practices and budgetary constraints resulting in satisfied AWH homeowners
• Analyze trends in service work, warranty obligations in order to identify root causes of errors and possible solutions
• Develop and implement procedures and programs which correct root causes of warranty obligations
• Receive customer care requests, evaluate them, and respond appropriately with either repair work or sound explanation to homeowners regarding why repair work is outside the scope of AWH warranty program
• Develop and implement a service work scheduling process which results in timely completion of needed warranty work
• Responsible for managing the workflow and quality of service rendered by the Customer Care Coordinators
• Serves as mentor to those coordinators delivers timely reviews and any needed disciplinary action
• Interviews and hires Customer Care Coordinators as needed to fulfill the needs of AWH's Customer Care program
• Maintain an effective working relationship with subcontractors
• Develop and implement a process which allows service trends to be analyzed, root causes identified, and appropriate corrections made
• Cross train with Construction staff as appropriate
• Interface with customers in a way which results in highly satisfied homeowners
• May function as AWH's primary representative at assigned sites
• Oral and written communications both internally and externally
• Responsible to ensure that all service issues are resolved to homeowners' satisfaction in the most cost-effective method
• Analyze all warranty situations and make decisions promptly regarding solutions
• Other duties as assigned by Manager

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Construction of Buildings
• Education Level: Bachelor's degree