Customer Care Representative Expectations and Commitments:

To consistently achieve individual goals specific to completing service orders within 14 days, warranty spend and Avid survey results, while delivering outstanding customer service throughout the entire Customer Journey. The CCR is responsible to attend the New Home Orientation and ensure that we are delivering a 100% Clean and Complete Home with zero open items; an in-person 14-day and a 11-month post close visit, and ensure all trade partners are abiding to the Hakes Brothers Safety and Health Program.

Duties include:

Establishing and carefully nurturing a quality relationship with each Hakes Brothers' customer.
Performing New Home Orientations (NHOs) with customers.
Performing thorough quality checks on each completed field model.
Providing quick, professional and quality service for post-closing warranty requests.
Managing appointments with the customer and the trade contractors.
Managing ALL service orders , ensuring they are completed within the deadline.
Taking full responsibility to manage and control the warranty budget.
Conducting in-person warranty assessments.
Determining if requested service items are covered or not covered by warranty and communicating tactfully with the customer.
Determining trade contractor accountability for back charges and POs.
Creatively solving problems.
Dealing effectively with difficult customers.
Scoring well on the Customer Satisfaction Survey - Outstanding Service and Attitude = Great Survey.
Proactively looking for ways to help control / reduce construction costs and trade contractor mistakes and determining appropriate solutions.
Holding trade contractors and superintendents accountable for quality workmanship.
Treating every customer in a friendly and professional manner.
Helping accomplish whatever task is at-hand, ensuring Hakes Brothers continues to be an industry leader.
Being a leader, an example to others, a top performer.
Being a positive voice for the company.
Always look, dress and speak professionally.
Other duties as assigned

Education

Required: High School diploma or GED

Experience

Required: At least two years' customer service and warranty experience or equivalent
Required: Must own or have access to vehicle for daily work
Required: Valid driver's license and auto liability insurance

Skills / Abilities

Strong customer service orientation and ability to adapt/respond to different personality types
Strong emphasis on quality of service and follow up
Analytical ability necessary to perform root cause analysis
Excellent management and supervisory skills
Excellent communicatin and listening skills
Extensive knowledge of customer service procedures and principles
Organized with attention to detail
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
Basic construction skills and knowledge
Ability to manage high volume of warranty / customer service orders
Basic computer skills
Conflict resolution skills
Cost management

Physical Requirements

Prolonged periods sitting at a desk and working on a computer
Must be able to access and navigate all areas of the construction site in all types of weather
Must be able to lift up to 40 pounds at times
Must be able to climb ladders, scaffolding and other means to reach and observe all areas of home
Ability to work in various weather conditions - heat, rain, cold, etc.

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