Customer Care Rep

Lennar Tempe , AZ 85280

Posted 4 months ago

Job Description:

Customer Care Representative

Interfaces with homebuyer and trade partners to perform final orientations and diagnose, schedule and complete warranty service work.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

  • Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product

  • Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc

  • Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within five (5) days

  • Schedule and supervise trade partner repairs in homes after delivery to homeowner

  • Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within seven (7) days

  • Provide accurate and timely information to Customer Care Manager on progress and scopes of work

  • Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service

  • Evaluate trade partner and product performance. Provide ongoing information to Customer Service Manager as it relates to quality of workmanship and materials

  • Participate in emergency on call rotation service schedule

  • Work with Customer Service Manager on special projects as needed

  • Participate and attend department meetings

  • Keep accurate service request logs and documentation of all work performed

  • Perform all other duties as assigned

EDUCATION AND ADDITIONAL REQUIREMENTS:

  • Four (4) years residential, customer care or construction field required

  • High school diploma or GED preferred, but will accept equivalent work experience

  • Valid driver's license

  • Maintain regular attendance and punctuality relative to daily work schedule is required

  • Intermediate to advanced computer skills with Microsoft Office, but specifically Microsoft Word and Excel

  • Excellent communication skills, verbal and written

  • Strong organizational and interpersonal skills

  • Must be able to deal effectively with confrontational situations and maintain objectivity in public relations

  • Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines

  • Follow directions from a supervisor

  • Understand and follow work rules and procedures

  • Accept constructive feedback

  • Team player

PHYSICAL REQUIREMENTS:

Requires the ability to work eight hours per day in the confined quarters of a construction trailer, the ability to operate a motor vehicle, read Plans, climb stairs, climb ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of fifty (50) pounds, occasionally operate construction equipment. Finger dexterity may be required to operate a computer keyboard and calculator.


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