The Customer Care Representative is responsible for managing, coordinating and controlling new construction warranty claims in designated communities. This role will provide superior customer service and be a trusted resource for homeowners, ensuring the company’s quality standards while continually exceeding customer’s expectations
Attributes: These behaviors/traits reflect our core values and must be consistently evidenced in our team:
Intentional
Servant’s Heart
Innovative Spirit
Responsibilities:The essential actions required of the job
*Reasonable accommodations may be made to enable individuals with communicated disabilities to perform these essential functions.
Be a trusted resource for scheduling appointments with homeowners and perform onsite home inspections within the warranty
Evaluate warranty requests and determine needs with the utmost professionalism
Perform minor home repairs, adjustments, and modifications
Basic familiarity with reading and assessing blueprints
Display empathy while providing superior customer service on the phone, in person and via email
Maintain professionalism in difficult customer interactions.
Respond to customer phone calls & emails in a timely and professional manner
Organize homeowner paperwork & one year warranty files
Follow-up on one-year warranty meetings
Work with internal and external departments to ensure homes are ready for new home demonstration meetings and that warranty claims are completed in a quality and timely manner.
Communicate and coordinate work orders with Trade Partners and/or manufacturers
Daily tasks include quality control inspections, warranty claim assessments, defect causes, & construction troubleshooting
Verify completion of Trade Partner workmanship and accurately documents completion
Assist Customer Care Team with scheduling, Trade base warranty follow-up, data-entry, filing & product/warranty research
Manage, follow up and track trade partner “open tickets” and coordinate scheduling
Attend company, department, region, and community meetings
Conduct in-depth home presentations with new homeowners before closing
Perform other related duties as assigned
Successfully manage an active service load of 30+ open items with aging of open items ≤ 18 days.
Efficiently complete one or more New Home Delivery (NHD) meetings per day, including preparation and follow-up.
Other duties as assigned
Requirements: The specific skills, experience, and specialized certifications/education required to do the job.
Bachelor’s Degree or equivalent years of related experience
4+ years of customer service experience required
2+ years of construction field experience preferred
Warranty experience preferred
General knowledge of the residential building industry and the ability to use general building tools and equipment
Intermediate/Advanced knowledge of Microsoft Suite Products (Outlook, Word, Excel)
Must possess a valid driver's license
Ability to work extended hours as needed to meet with homeowners
Ability to navigate new home attics and crawlspaces
Competencies: The generic skills required to succeed at Pahlisch
Taking Responsibility: Completing tasks without being prompted; working constructively with others to complete projects; and exercising initiative beyond just the scope of a job description. Creating a full workload by seeking new tasks and initiatives during slow times.
Communication: The ability to interact and exchange information effectively with others; keeping stakeholders informed of important information in a timely manner and engaging in meaningful dialogue that results in greater clarity.
Individual Development: Taking ownership over developing holistically as a person: mentally, socially, spiritually, emotionally, &/or physically…enhances balance and improves the workplace experience.
Embracing a Growth Mentality: Believing abilities/skills can be developed through effort, learning, and persistence. Challenges, mistakes, and feedback become opportunities to improve, not signs of failure. This mindset builds resilience, creativity, and success by focusing on improving yourself rather than proving yourself.
*Role requires frequent travel within the Portland metro area (company vehicle provided)
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