Customer Care Representative - Landsea Homes

Position Summary:

Landsea Homes is seeking an intelligent and highly organized individual interested in a fast-paced and challenging position as a Customer Care Representative. This position reports to the Customer Care Field Manager and will play a vital role in ensuring Landsea Homes’ Customer Care Department provides an outstanding level of service to our homeowners.

Responsibilities:

• Evaluate and facilitate homeowner warranty requests, conduct informative home walkthroughs, and accurately communicate warranty information to homeowners.
• Perform quality control inspections in accordance with Landsea Homes policies and guidelines.
• Address homeowner concerns in a prompt and courteous manner and escalate complex claims to the Customer Care field Manager and Vice President for immediate attention and resolution.
• Conduct regular customer care visits throughout various touchpoints of the home warranty cycle to answer homeowner questions and address any concerns.
• Coordinate and schedule trades and subcontractors to complete home repairs in a safe and timely manner.
• Foster communication and maintain professional relationships with homeowners, vendors, and subcontractors.
• Organize, manage, and complete all assigned tasks according to established department and company procedures and deadlines.
• Perform minor home repairs and adjustments, and assist with other projects, as necessary.
• Respond to homeowner issues in a timely, efficient, neat, courteous, professional and appropriate manner.
• Perform accurate assessments of service requests submitted by homeowners.
• Ensure all work orders, orientations/quality walks, invoices, and any other Customer Care documents or essential work processes are completed in an accurate and timely manner.
• Negotiate with trade partners and/or investigate above normal estimates and invoices.
• Thoroughly understand scopes of work and engage trade partners to improve quality and efficiency.
• Actively participate in Eliant Survey reviews and follow up with Customer Care department team members, homeowners and trade partners to increase survey response rates and satisfaction results.
• Handle emergency after hours service calls (rotating weekly schedule).

Qualifications:

• Minimum high school diploma, or GED required.
• 3 years of experience in customer service within the new home construction industry required.
• Highly organized, detail-oriented, and the ability to manage multiple projects and deliverables in a dynamic environment.
• Strong communication skills and comfortable communicating cross-functionally with internal and external business partners.
• Attention to detail, including proofreading and verifying information accuracy.
• Previous call center, sales, or customer service experience is a plus.

Physical Requirements:

May occasionally be required to bend, stoop, reach, lift, move and carry materials and supplies weighing 50 pounds or less. Finger dexterity is required to operate a keyboard, phone and tablet. This position requires public contact, as such, appropriate business apparel and professional appearance is expected.

Safety Requirements:

This position is a safety sensitive position and includes tasks or duties that could affect the safety and health of the employee performing the task and others. This position requires safety training provided by the company.

Travel Requirements:

Occasional travel may be required. A valid CA driver’s license and active vehicle insurance is required at all times.

Landsea Homes is an equal opportunity employer. Candidates must be authorized to work in the United States.