Job Summary:

The Customer Care Specialist is the liaison between Warranty and the Superintendents. This person supports both positions by conducting homeowner walk-throughs and responding to work orders. This position is a front-line ambassador for Holt Homes and represents the company with the highest level of integrity, character, professionalism, courtesy, and ethics.

Qualifications:

  • High School diploma required
  • Minimum of 7 years of customer service experience
  • Minimum of 5 years of residential construction experience
  • Ability to perform physical requirements, including but not limited to stooping, use of ladders, lifting 35 pounds, and traversing rough terrain
  • Must be able to work in adverse weather
  • Current, valid driver’s license and minimum state required liability insurance
  • Advanced computer skills with experience in Microsoft Suite (Word, Excel, PowerPoint, and Outlook)
  • Experience with Builder MT, 2-10 Warranty, and Punchlist Manager preferred
  • 0% remote working
  • Working knowledge and hands-on experience of equipment, tools, materials, and supplies used in new home construction
  • Memorable customer service skills with the ability to de-escalate high-tension interactions with homebuyers

Skills:

  • Ability to learn new software and programs quickly
  • Organize, multitask, prioritize, and complete tasks in an efficient manner
  • Adapt in an ever-changing, fast-paced, environment
  • Work independently as well as in a group setting

Responsibilities:

  • Own the client experience, communication, and expectations from preparing for the Home Owner Walk Through until the first 30 days of warranty coverage has ended
  • Work with Superintendents to ensure the homes are ready for orientation and meet Holt’s quality standards
  • Travel to client homes for inspections and repairs with provided company vehicle
  • Conduct visual inspections of warranty issues and document each item with notes and photographs
  • Ensure that root causes of issues are being identified, documented, and reported
  • Conduct homeowner walkthroughs and homeowner sign offs, and communicate with homeowners to ensure a thorough understanding of proper warranty coverage expectations
  • Address post-possession homeowner concerns for the first 30 days of warranty coverage
  • Ensure quality standards are being met on all warranty repairs completed by our trade partners
  • Operate a variety of small hand and power tools for ‘hands-on’ repairs where needed
  • Responsible for tracking, responding to, and completing homeowner warranty requests
  • Schedule repair services with appropriate trade partners
  • Practice fiscal responsibility at all times while dealing with trade partners and warranty repairs
  • Maintain a safe work site by implementing safety requirements and good housekeeping regulations, enforcing safe work habits, observing OSHA requirements and any state level agencies’ regulations
  • Perform other duties as needed or required

Work Environment:

  • Regularly uses a computer and iPad with repeated movements to enter data, differentiate between colors, shades and brightness, and read from a screen for extended period s of time
  • Regularly standing, crawling, bending, or stooping, and often handling heavy objects
  • Interacts with homeowners, trade partners, Superintendents, and Customer Care Department
  • Works remotely 0% of the time