Customer Care Representative / Senior Customer Care Representative

New Home Co.Portland, OR, US

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Job Description

Position Job Title : Customer Care Representative / Senior Customer Care Representative

FLSA Status : Hourly Non-Exempt

Job Location : Field

Position Summary

To ensure homeowner requests are answered quickly, thoroughly, and professionally.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Attend the pre-Construction meeting with Site Manager and homebuyer to shape expectations and explain the homebuilding process.
Conduct the new home orientation to educate the buyer in the operation of appliances and other special features of their home as well as to shape expectations and explain Warranty and Maintenance procedures.
Provide a Quality Control Walk on each home prior to the new home orientation
Supervise all trade contractors completing customer care service requests to ensure that all issues are addressed and quality repairs are made as required.
Maintain field files documenting all customer care activities.
Approve all service-related invoices for payment.
Identify recurring warranty items and work with construction team members and trade contractors to eliminate or minimize them.
Perform regular maintenance on inventory homes.
Work with the project team to prepare model homes for grand openings.
On a periodic basis, serve as the contact for weekend emergency service.
Work closely with the Site Manager to prepare homes for the New Home Orientation.
Prepare Homeowner Manuals for the New Home Orientation.
Monitor customer survey results to determine possible areas for improvement.
Provide input to the purchasing team and / or sales agent regarding potential maintenance issues involving specification and option selections for a given model complex or project.
Make recommendations for improving the customer care / warranty process.
Provide leadership to team members by modeling the company values, vision and operating principles.

Managerial Responsibility

This position does not supervise other employees.

Position Qualifications

High school diploma or equivalent required

A minimum of one year experience in customer service in the building industry preferred

Possess superior customer relations skills

Good verbal and written communication skills

Legible penmanship

Ability to work independently and as part of a team

Maintain a professional appearance and a “can-do” attitude

Must be highly organized

Must be able to multi-task

This position often requires driving during the workday; Valid Driver License required. As a contingency of employment, a background check, inclusive of an MVR, will be completed.

Base Salary : The expected base salary range for this position is between $60,000 to $80,000 per year, depending on experience and skillset. Base Salary is paid bi-weekly, every other Friday. Additionally, this position is eligible for an annual bonus based on divisional and individual performance.

Benefits : In addition to competitive medical, dental and vision coverage, New Home Co. provides comprehensive benefits to eligible team members and their dependents, generous paid time off policies, like vacation, holidays, sick leave, jury duty, and bereavement; paid disability, parental and military leave; company-sponsored and voluntary term life, AD&D, and short- and long-term disability insurances; a 401(k) retirement plan with bi-weekly employer matching of 50% up to the first 8% of team member contributions; as well as a wellness incentive program.

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Similarly, the work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

Requires the ability to bend, climb, lift 1-50 pounds, reach, see, stand, sit, walk on uneven terrain, hear, type and talk. Job will often require working in heat, cold or inclement weather. May have exposure to hazardous materials and require personal protective equipment such as eye, respiratory and hearing protection. This job is located on a construction site and may require wearing hard hat and steel toe boots.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. New Home Co. retains the discretion to add or change job duties at any time.

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