Customer Care Representative / Senior Customer Care Representative Homebuilding - New Home Co.

New Home Co. is a new generation homebuilder focused on the design, construction and sale of innovative and consumer-driven homes in major metropolitan areas in Arizona, California, Colorado, Oregon and Washington. NEW HOME was named 2019 Builder of the Year by Professional Builder and is a multi-year recipient of "The Eliant" for Best Overall Customer Experience in the multi-divisional builder segment.

At New Home Co., we believe that PEOPLE matter. The strength of our homes is built upon a foundation of focused, energized, visionary and dedicated team members. Our goal is to provide a workplace that supports you in doing the best work of your life. 

Check out NWHM's 2023 Corporate Sustainability Report 

Job Title: Customer Care Representative / Senior Customer Care Representative
FLSA Status: Hourly Non-Exempt

Position Summary: To ensure homeowner request are answered quickly, thoroughly, and professionally.

Job Duties:

• 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.
• 21 days after closing to discuss the Eliant survey and deliver the 30-day assessment for warranty service.  
• 30-day warranty sign-off.
• Inspect, document, schedule and supervise any warranty service request items that may come in after the home closes.
• Assist teammates with customer escalations.

• Complete all customer care service requests within fourteen days of assessment and obtain customer sign-off.
• 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.
• Provide weekly service status reports to the Customer Care Manager/Director of Construction.
• Route copies of all back-up documentation to the appropriate parties.
• 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.
• Provide an assessment of subcontractors and the quality of their work.
• Monitor and update department dashboard daily; ensuring assignments, tasks and requests are completed in a timely manner.
• Properly handle and store all homeowner documents according to NWHM SOP including warranty manuals, orientation documents and QA’s.
• Respond promptly to corporate complaints within 1 hour and update management.
• Ability to be proactive with homeowner issues. Keep management informed of high-level or escalated items involving major cost factors.

• Work with the project team to prepare model homes for grand openings.
• On a periodic basis, serve as the contact for weekend emergency service.
• Perform a Quality Assurance inspection 5 days prior to the New Home Orientation.
• Work closely with the Site Manager to prepare homes for the New Home Orientation.
• Prepare Homeowner documents for the New Home Orientation.
• Monitor warranty spend; update and communicate to management weekly.
• Work closely with management on Special Projects and completion of all service requests.
• Monitor and communicate warranty trends to management. Generate appropriate report(s) to identify such trends.
• Monitor customer survey results to determine possible areas for improvement.
• Provide input to the construction team 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.
• Ensure company procedures are adhered to for following up with homeowner calls, documented repair requests and communicating information to management in a timely manner.
• Must always maintain professionalism. Interact positively with homeowners, provide timely and professional response to inquiries.
• Assist with training of new hires and fellow team members. Collaborate with management on training initiatives.
• Work with department team of handling inquiries and warranty submissions at closed out communities.

Position Qualifications:
Education

• High school diploma required
• 7 years’ experience (Senior Customer Care Rep level) in building industry is preferred

Experience

• 2-6 years’ experience (Customer Care Rep I & II) in building industry is 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 "can-do" attitude.

Requirements:

• Valid driver’s license required.
• This position often requires driving during the workday. 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 $55,000 to $85,000 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 Activities

The activities that are essential to performing the position duties include:

•  Bending
•  Lifting: From 1 (lbs) to 15 (lbs)
•  Reaching
•  Seeing: Full Color Vision
•  Hearing
•  Repetitive Motion (i.e. Gripping)
•  Typing
•  Talking 

Environmental Factors

The environmental factors involved with the job duties and work location include:

Normal Office

Noise Level: Low to Moderate (Corporate/Sales Office Environment)

New Home Co. retains the discretion to add or change job duties at any time.