New Home Construction Warranty Client Care Rep

 Client Care Representative (CCR)

Overview:

This position is dedicated to elevating our client experience. As a Client Care Representative, the primary responsibility is to work with the Homeowner, other Client Care Representatives and Coordinator, Subcontractors and Vendors to manage the daily activity of the home warranty process. After the closing of a home, the Client Care Representative will manage all aspects of the 3- and 10-month customer check -in, as well as any warranty items that are unexpected or require immediate action to bring the warranty experience to completion. In addition, this position will provide pertinent information to management and attend seminars, training sessions, and company meetings on production related subjects.

Responsibilities

• Maintain clear, proactive, and empathetic communication while in the field to ensure timely and effective issue resolution.
• Diagnose residential construction defects, troubleshoot field issues, and accurately determine the scope of work required for warranty repairs.
• Verify that all repairs meet company standards and that homeowners are fully satisfied through knowledgeable, friendly support.
• Deliver constructive education to homeowners when addressing "no's," non-warrantable items, or out-of-warranty requests, ensuring they understand the "why" behind the decision.
• Share guidance and solutions with the team and clients.
• Be a champion at admin work, ensure accurate, clear, documentation and pictures of the relevant request.
• Ability to take action to meet the needs of others; respond to problems.
• Possess excellent verbal communication skills.
• Maintain strict professional composure when handling frequent schedule changes, urgent field emergencies, or unexpected disruptions.
• Adapt quickly to shifting situational dynamics in the field to consistently meet project and company goals.
• Cooperate seamlessly across departments to build consensus and assist fellow Client Care Representatives in achieving our collective team goals.
• Participate actively in mentorship, company training, and cross-functional production meetings to prepare for future leadership and advancement opportunities within the organization.

Education & Required Skills

• 3+ years of customer service experience specifically within residential construction, home warranty, or property management.
• Needs a basic understanding of residential building practices, warranties and/or construction trades.
• Must be local to the Triangle, NC area with the ability to travel daily within the region.
• Possess a valid state-issued driver’s license and a clean driving record.
• High School Diploma or equivalent required; Associate or Bachelor’s degree preferred.
• Excellent verbal communication, strong task orientation, attention to detail, and a proactive problem-solving mindset.