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Customer Care Representative

Company: Caruso Homes, Inc.
Location: Raleigh
Posted on: August 7, 2022

Job Description:

Position Summary:The ideal candidate will be responsible for managing all facets of estimating, contracting, root cause analysis, outlining scope of work and vendor relations. The candidate will also be responsible for ensuring the highest level of operational integrity is being met while working collaboratively with internal and external partners to achieve the highest level of customer satisfaction.Essential Responsibilities:

  • Manage warranty service processes and systems to ensure timely completion of customer submitted warranty service requests.
  • Respond to all warranty service requests submitted by customer base through the warranty portal and answer customer inquiries via telephone or e-mail.
  • Contact and schedule appointments with customers to review submitted service requests.
  • Coordinate and schedule subcontractors and/or material deliveries to complete repairs covered under warranty.
  • Review and demonstrate homeowner maintenance with customer base and properly inform customers on the warrantability of requests in a professional manner.
  • Articulate the varying warranty coverages and provide a positive path forward for instances that fall beyond the scope of the warranty.
  • Schedule, oversee, inspect and ensure quality completion of all repairs with an atmosphere of urgency.
  • Manage all related warranty service expenses.
  • Handle multiple tasks and prioritized projects within designated timeframes.Essential Qualifications:
    • Seasoned customer service or customer care experience.
    • 2-3 years of construction experience, preferably in a homebuilding environment.
    • Ability to complete root cause analysis as well as create and implement problem solving measures to correct root cause.
    • Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percentages. Ability to formulate and present numerical data using charts and spreadsheets.
    • Ability to apply common sense understanding to carry out detailed written or oral instructions. Ability to mitigate situations involving several variables in response to standardized situations.
    • Ability to read and comprehend blueprints and structural drawings.
    • Ability to effectively communicate (oral/written) information to all levels of internal and external parties.

Keywords: Caruso Homes, Inc., Raleigh , Customer Care Representative, Other , Raleigh, North Carolina

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