Customer Care Representative
On-siteRichland, Washington, United States
Job Summary
Manage and coordinate complex new construction warranty claims for homeowners in designated communities, conducting onsite inspections, evaluating requests, and performing minor repairs. Schedule appointments, verify trade partner workmanship, and document completion while maintaining professionalism during difficult interactions. Respond to inquiries via phone, email, and in-person, organize warranty files, and conduct in-depth home presentations before closing. Track open tickets, ensure homes meet NHD standards, and follow up on one-year warranty meetings. Successfully manage an active service load of 30+ items with aging limits under 18 days. Complete one or more New Home Delivery meetings daily, including preparation and follow-up. Requires frequent travel within the Tri-Cities area with company vehicle provided.
Required Qualifications
- Bachelor's Degree or equivalent years of related experience
- 4+ years of customer service experience required
- Must possess a valid driver's license
- Ability to work extended hours as needed to meet with homeowners
Desired Qualifications
- 2+ years of construction field experience preferred
- Warranty experience preferred
- General knowledge of the residential building industry and the ability to use general building tools and equipment
- Intermediate/Advanced knowledge of Microsoft Suite Products (Outlook, Word, Excel)
- Taking Responsibility: Completing tasks without being prompted; working constructively with others to complete projects; and exercising initiative beyond just the scope of a job description. Creating a full workload by seeking new tasks and initiatives during slow times.
- Communication: The ability to interact and exchange information effectively with others; keeping stakeholders informed of important information in a timely manner and engaging in meaningful dialogue that results in greater clarity.
- Individual Development: Taking ownership over developing holistically as a person: mentally, socially, spiritually, emotionally, &/or physically...enhances balance and improves the workplace experience.
- Embracing a Growth Mentality: Believing abilities/skills can be developed through effort, learning, and persistence. Challenges, mistakes, and feedback become opportunities to improve, not signs of failure. This mindset builds resilience, creativity, and success by focusing on improving yourself rather than proving yourself.
- Role requires frequent travel within the Tri-Cities area (company vehicle provided)
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