Customer Care Specialist

Position Summary: Customer Care Technicians, conduct QA walks, the buyer walks, and resolve warranty calls made by Bohn homeowners by visiting the home to inspect the issue, determine if it's eligible under warranty and work with customers, manager vendors, and subcontractors to resolve the issue quickly.

Customer Care Technicians are responsible for resolutions in multiple communities to which they are assigned and work primarily from their vehicles and in or around customers' homes. In the QA position they manage the expectations of home readiness, they decide if a home is QA ready, train CMs on defects commonly found in home, meet with trade partner supervisors to improve their performance in home. When performing walks, they decide on items to put on walk list, show homeowners how their homes function and what common warranties are.

At times may decide if a home is ready for the homeowner. Duties / Responsibilities: Possesses an unwavering commitment to Customer Satisfaction.

Assures that the quality of homes in their area meets company standards Maintains a high level of visibility in the home building business, actively participating in promoting their communities Assists in resolving any issues that arise in their projects Manage and schedule all other repairs with contractors and customers Complete repairs, and when a vendor is needed Follow up, inspect and ensure completion of all repairs Follow up, inspect and insure completion of all repairs Instruct customers on how to maintain their homes, as well as communicating what items are not warrantable The ability to say "no" and overcome objections in a professional manner Communicate effectively to management when a home is not ready to QA or walk with a customer Be able to negotiate prices on jobs needed in homeowners' homes Meet with trade partner management over quality or holding them to their scope or work (warranty) Be able to make in the moment decisions and project manage jobs in the field Qualifications: Knowledge of construction, warranty as well as sales and operations. Considerable initiative and drive.

Self-starter/motivated. Able to balance multiple and competing priorities simultaneously. Problem-solving skills are a must.

Able to see the Big Picture while maintaining focus on the day-to-day details that result in a successfully developed community. Excellent written and verbal communication skills, as well as the ability to listen. Must be able to deal with and remain calm in confrontational situations and deal with negativity Positive attitude Have excellent time management, organizational and scheduling skills Detail Oriented.

Resourceful and innovative Curiosity and open-mindedness Supervisory Responsibility: This position has no supervisory responsibilities. Work Environment:

This job operates in a professional office environment and in field construction environment Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Business Unit - Brohn Homes