Job Details

Customer Care Representative

The Customer Care Representative is responsible for the day-to-day management and operation of their community. Must diagnose, schedule and complete warranty service requests in a professional, timely and satisfactory manner with the goal of exceeding customer satisfaction.

Your key deliverables include:

• Strive to deliver the ultimate customer experience.
• Become proficient with mobile application for tracking and updating customer service requests.
• Attend AVID Survey seminars when offered.
• Attend weekly Community team meetings.
• Interact with construction and sales personnel to ensure a positive team spirit.
• Schedule or perform model maintenance as requested.
• Comply with Brookfield Residential Appearance Code.
• Knowledge of Brookfield's Fit & Finish One-Year Limited Warranty.
• Knowledge of construction performance standards in the publication, The Home Book, A complete Guide to Homeowner and Homebuilder Responsibilities.
• Knowledge of programs: Conasys Homeowner Central Portal, OnLocation Warranty, and BuildPro.
• Respond to customer service requests and identify items covered by Brookfield Residential limited warranty, manufacturer's warranty, or homeowner responsibility.
• Contact homeowner the day of receipt or next business day to schedule assessment appointment.
• Return telephone calls during normal business hours the same day or morning of next business day.
• Encourage homeowners to take surveys and follow up when necessary.
• Manage, coordinate and verify satisfactory completion of corrective repairs performed by trade contractors or others. Ensure work is completed as efficiently, promptly, neatly and as cost-efficiently as possible.
• Ensure repairs are completed right the first time.
• Provide timely response to customer's questions, meet your commitments, arrive on time or call if delayed.
• Target for completion of service requests is 15 calendar days after initial review unless items are back ordered.
• Notify customer if items are back ordered.
• Obtain homeowner sign off on all service requests.
• Maintain contact with customers throughout warranty period to maintain a positive relationship.
• Recurring issues: Notify Vice President of Operations, Customer Care Manager and Director of Purchasing on recurring items.
• Perform other duties as set forth by the Vice President of Operations, Customer Care Manager, and Operations Coordinator.
• Become familiar with each floor plan in community and have knowledge of standard items versus optional items. Obtain knowledge about home, construction, and features.
• Pre-walk production homes with construction team to enforce Brookfield Residential quality standards.
• Conduct thorough and educational Orientation noting exceptions requiring additional work on exterior and interior. Confirm that all options and upgrades have been installed.
• Be familiar with the walkthrough guide for your specific community type.
• Point out location of and how to shut off the following:
• Main gas shut-off valve
• Individual gas appliance shut-off valves
• Water meter and shut-off valve
• House main shut-off valve
• Irrigation shut-off valve
• Individual water shut-off valves
• Point out area drains and explain grading
• Explain the following:
• Main electrical panel and subpanel, GFCI
• Fire sprinkler system
• Discuss water heater
• HVAC system
• Garage door opener
• Smoke detectors and carbon monoxide detectors
• Homeowner maintenance items
• Explain the resources available to homeowner regarding the proper use and care of their home.
• Home Experience website includes a guide to home ownership, warranties, and preventive maintenance. The website also contains other valuable information, at no cost, and is available to the original or subsequent buyers for 10 years after close of escrow.
• Become familiar with information contained in Orientation Guide given to buyers at contract and be prepared to answer customer's questions.
• Inform customer they will receive monthly maintenance tips from Conasys via email after close of escrow.
• Explain to the homeowners how to submit a service request on Conasys.
• HOA website if applicable.
• Extended Care Program 18-month Check-In
• Provide copy of Orientation Checklist to Customer Care Coordinator and Superintendent the same day of Orientation.
• Work closely with construction to bring satisfactory completion of items.
• Prior to close of escrow, but no more than 3 days after Orientation, call the buyer and provide status of their Orientation items. Inform buyer if an item is not going to be completed prior to close of escrow. Provide schedule date if known. Notify homeowner in event of back-ordered parts.
• Inform buyers that you would like to meet them when they pick up their keys.
• Make sure they use their keys in all exterior doors
• Tell them how to program their keyless entry for garage door.
• Confirm completion of Orientation items and cleanliness of home.
• Leave move-in bag and personalized note card.
• Answer additional questions the homeowner may have.
• Obtain homeowner's signature on Orientation Checklist. Return signed off original to the Customer Service Department.

What you bring includes:

• Minimum 2 years' experience in Customer Care preferred.
• Residential Construction experience preferred.
• Excellent communication skills both written and spoken.
• Team player with strong organizational and interpersonal skills.
• Customer Service focused with negotiation and problem-solving skills.
• Strong work ethic, loyal, trustworthy and honest.
• Maintains a high energy level, positive outlook and interested in and responsive to technical and personal skills training and education.
• Ability to manage multiple tasks, using good judgment and effective time management skills.
• Ability to withstand many contact episodes without becoming either robotic, detached, or unsympathetic to the customer's concerns.
• Ability to bend, stoop, lift, move and carry field materials weighing 50 pounds or less. Physical agility is required for climbing of stairs (including up to 4 story buildings), ladders, physical inspection of attics, crawl spaces, etc.
• Must have vehicle as position requires daily travel.
• Accuracy and attention to detail is a must.
• Proficient in MS Office (Word, Excel) and familiar with MS Outlook (email) MS Teams is preferred.
• Familiar with a mobile device such as an (iPad) preferred.

Your opportunity includes:

• Competitive compensation
• Salary range: $75,000 - $85,000 (based on experience)
• Annual bonus potential: 10%
• Excellent extended medical, dental and vision benefits beginning day 1
• 401(k) matching, vesting begins day 1
• Career development programs
• Charitable donation matching
• Paid Volunteer Hours
• Paid parental leave
• Family planning assistance including IVF, surrogacy and adoptions options
• Wellness and mental health resources
• Pet insurance offering
• A culture based on our values of Passion, Integrity and Community