Customer Service Representative (New Home Residential Warranty)

Position Summary:
Bela Flor Community is seeking a Customer Care Representative who will work closely with our homeowners on all customer service and warranty concerns, ensuring a positive experience.

Essential Functions & Responsibilities:

· The Customer Care Representative manages all activities that involve our homeowners.

· Ensure our Homeowners are educated on limited warranties within the home and fully understand our procedure in requesting   customer service and emergency service.

· Receives correspondence from homeowners and follows through on all concerns and inquiries.

· Conducts evaluations with homeowners to determine warrantable repairs.

· Manages the progress and completion of all repairs by trade partners to our customers satisfaction.

· Evaluates root-cause analysis of concerns and sends recommendations to manager.

· Determines accountability for back-charges and authorizes payment for work performed.

· Provides manager with regular updates on escalated issues.

· Strongly encouraged to visit each buyer at the New Home Orientation (NHO).

· Responsible for each Homeowner from close of escrow to the home’s statute of limitations.

· Establishes and maintains positive internal and external customer relationships.

· Pre-Walk homes to provide punch list for construction to provide quality control of finished product.

· Performs other duties as assigned.

 

Education & Additional Requirements:

· High school diploma or GED required.

· Excellent communication skills, verbal and written.

· Strong organizational skills, detail oriented and capable of handling multiple tasks with simultaneous scheduling deadlines.

· Must be able to stay calm under stressful circumstances and deal effectively with confrontational situations.

· Experience in new homebuilding industry is strongly preferred.

· Team player and follows directions from manager.

· Desire and effort to continually learn, curious

· Openness to continuing education in construction processes and methods.

· Must be able to complete excellent level of work with and without direct supervision

· Computer proficiency. BuildPro a plus.

· At least three years in a customer service role strongly preferred (but not required).

· Maintain regular attendance and punctuality relative to daily work schedule is required.

· Valid driver’s license