Job Title: Customer Care Specialist
Summary: The Customer Care Specialist plays a pivotal role in ensuring exceptional customer experiences for homeowners while adhering to company standards. This role involves promptly addressing homeowner concerns, coordinating with internal teams and external partners, and managing warranty repairs efficiently.
Primary Responsibilities:
Customer Care:
- Respond promptly and professionally to homeowner issues related to warranty items, utilizing various communication channels.
- Conduct accurate assessments of service requests to determine coverage.
- Maintain regular contact with homeowners, Customer Care Coordinators, and trade partners, providing updates on requests and warranty coverage.
- Ensure timely completion of all warranty repairs, following up with homeowners and trade partners.
- Actively engage in Eliant Survey reviews and follow-up activities to enhance customer satisfaction.
- Conduct quality control inspections and homeowner orientations within company guidelines.
- Complete all necessary documentation accurately and in a timely manner.
- Manage warranty costs effectively, negotiating with trade partners and tracking expenditures.
Project/Process Management:
- Update Customer Care databases and IT systems with relevant information.
- Coordinate and schedule trade partners for necessary repairs, ensuring accurate scheduling.
- Understand scopes of work and engage trade partners to enhance quality and efficiency.
- Perform minor home repairs and modifications as needed.
- Stay informed about industry trends and collaborate with other departments for improvement opportunities.
- Maintain a safe work environment and adhere to safety protocols.
- Regularly review Customer Care reports to identify areas for improvement.
Position Qualifications:
- High school diploma or equivalent.
- Experience in home construction, Customer Care, or related fields preferred.
- Valid Driver’s License required.
Physical Requirements:
- Ability to balance various tasks while standing, walking, or sitting.
- Extensive driving may be required.
- Occasional bending, kneeling, lifting, and/or moving up to 50 pounds.
This summary encompasses the core responsibilities and qualifications for the Customer Care Specialist position. Note that employees are expected to perform all assigned tasks, even if not explicitly listed here.
Job Type: Full-time
Pay: $65,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
Weekly day range:
Work setting:
Experience:
- residential warranty: 1 year (Required)
Work Location: In person