Job description

Customer Care Representative
Reports to: Customer Care Manager
Classification: Non-Exempt

Position Overview:

The Customer Care Representative (CCR) will be present at each Warranty request appointment to ensure sub-contractor compliance and completeness to Homeowner’s satisfaction. CCR is to perform minor Warranty repairs as necessary and contribute to the overall Homeowner’s satisfaction.

It is imperative that the Customer Care Representative maintain a mindset of continual improvement and work diligently to foster a culture of continual improvement within the team, department, and company.

Company Overview:

We sell and build our homes with enthusiasm, energy for our jobs, and respect for our customers. As a company, we seek to add value; to our customers, by providing them with a superior product, and exceptional customer experience. To our employees, by providing them with employment that encourages personal growth and pride and paid at favorable compensation. And to our communities, through charitable contributions, and community support.

Job Duties:

• Answer homeowner and sub-contractor questions and assist with understanding of View Homes’ warranty guidelines.
• Ensure each homeowner has their Homeowner’s Manual and are informed of regular homeowner maintenance items, as well as communicate what items are/are not warrantable.
• Be present at each scheduled warranty appointment.
• Mange appointments between homeowners and sub-contractors.
• Build and maintain relationships with homeowners to ensure complete satisfaction from homeowners until completion of work orders.
• Review Sub-Contractors work upon completion, ensure work is completed to Homeowner’s satisfaction and Warranty Standards.
• Maintain thorough documentation of work orders, from initial claim submittal to completion.
• Obtain documentation of completed warranty items signed off by the homeowner
• Routinely perform minor warranty repairs (i.e. caulking) and help homeowners with simple “how- to” instructions to insure proper maintenance of their home.
• Perform other duties as assigned by the Customer Care Manager.
• Ensure you present yourself in a professional manner, while maintaining an insightful and enthusiastic team focused environment.
• Maintain positive communication channels to help the flow of information from department to department.
• Participate in training when needed. This includes learning product knowledge, procedural proficiencies, and computer software.
• Adhere to departmental operating guidelines and View Homes’ Employee Manual.
• Foster, encourage, and reward a fun, positive, successful values-based culture.

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MINIMUM QUALIFICATIONS: Minimum two years hands-on experience in these or related functions.

EDUCATION: Minimum high school diploma or equivalent.

EEO/OSHA/ADA: Able to manipulate and use CRT/screens, keyboards, mouse/pointing devices, etc., associated with contemporary computers. Able to sit or stand for extended periods of time. Able and willing to travel locally, as needed. Maintain a valid Driver’s License.

Job Type: Full-time

Pay: $19.00 - $22.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance

Experience level:

• 2 years

Shift:

• 8 hour shift
• Day shift

Weekly day range:

• Monday to Friday

Work setting:

• In-person

Ability to commute/relocate:

• El Paso, TX: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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