Customer Care Representative
Core
Provide warranty and service support to homeowners via digital channels, guiding them through troubleshooting and resolution steps remotely.
Role type
Customer Care Representative (Warranty Support)
Builds
Warranty repair coordination and homeowner satisfaction for new home communities
Domain
Residential Construction / Homebuilding
Deliverable
client delivery
Required skills
Remote troubleshooting, warranty policy knowledge, trade partner coordination, case documentation, problem analysis, PC proficiency
Preferred skills
Prior homebuilder customer service experience, understanding of residential construction technical aspects
Responsibilities
Contact homeowners to review case history and documentation; guide homeowners through remote troubleshooting and resolution; share guidance on warranty coverage and self-help solutions; document findings, photos, and correspondence; determine scope of work for warranty repairs; coordinate with trade partners for repairs; process back charges and EPOs; manage trade partner scheduling and payment issues; participate in after-hours on-call rotation for emergency repairs.
Seniority
Individual Contributor