Customer Care Field Rep

Ideal Homes has an opportunity for an outgoing, driven individual to join our Customer Care team.
As a valued team member you’ll receive: Company Vehicle Company provided iPhone & iPad Health and retirement benefits Paid vacation Profit sharing On-going annual training and mentoring To get started, submit your resume and apply online.
Performance Objectives: Accept homes from production.
Perform Quality Assurance Walks (QA) Perform Home Preview walk on each home for acceptance and customer approval.
Be knowledgeable of all products and warranties associated with the home.
Report Builder and Trade Contractor performance to Customer Care Manager & Director of Construction (DOC).
Pre-check of home with builder to determine if home will be ready for QA/Home Preview & Home Completion Work closely with Director of Closing and Builders to identify homeowner concerns prior to the Home Preview & QA.
The Home Preview appointment will be clear and consistent to demonstrate the features of the new home.
This provides the opportunity to evaluate their home for completeness.
Answer all questions asked.
Inform them of Ideal Homes service procedures.
Knowledge, Skills, and Abilities: Maintain a high degree of integrity and honesty in all business dealings.
Be professional in dress, manners, punctuality and conduct.
Be self motivated and display initiative.
Build and maintain relationships with customers, trades, and fellow employees.
Understand and follow all policies and procedures of Customer Care and those in construction that relate to the quality of our homes.
Be proactive by anticipating problems and use problem solving within his/her authority.
Make quick, accurate decisions when necessary and take responsibility for those actions.
Complete and submit all necessary reports in a readable, accurate and timely manner.
Make the transition from Production to Customer Care a pleasant experience for the Homeowner.
Lead fellow employees, Trade Contractors, and Vendors by example.
Major Duties and Responsibilities: Generate Reports: Look for recurring problems with Warranty, Builders, and Trade Contractors, and report them to the Customer Care Manager and/or Director of Customer Care.
Monitor field homes monthly – checking their condition and reporting any problem or upkeep needed to the Customer Care Manager, Builder & DOC.
Establish and maintain accuracy in the following reports: Incomplete Items & Resolutions Form Warranty Agreement & Limitations Form Be available to answer phone calls, contact trades, generate reports, and submit service requests, when necessary, if Customer Care Office Manager is unavailable to do so.
Follow up on items that are not complete at time of closing with builder, CC Manager & DOC Meet homeowner at Home Complete Appointment to ensure home meets or exceeds quality standards and homeowner acceptance is 100% complete.
Any items not complete will be addressed by builder and reported to builder, DOC, CC Manager & Office Managers.
Conduct 60 Day and 11 Month Walks with Customers alongside Customer Care Field Technician.
Other duties as assigned.
Help monitor performance: For Trade Contractors For Builders Be proactive in addressing problem areas with the Director of Customer Care Perform Field Inspections of Service Calls: When necessary, perform a field visit to assess a reported problem.
Involve appropriate parties (i.
e.
Customer Manager, Director of Customer Care, Builder, Trade Contractor, and Vendor) to determine the cause of and the solution to the problem.
Schedule work to be performed in conjunction with the Customer Care Office Manager and follow up to insure timely and quality completion.
Issue SO requests to office manager Accept Home from Builder: Performs Quality Assurance Walks Walks with builder 30 days before estimated home completion to determine if any issues or non-completed items would delay a closing or cause there to be outstanding items at time of closing.
Communicate those issues to DOC, CC Manager Closing Department.
Other duties as assigned.
Qualifications College degree preferred Minimum of 2 years of Customer Service/Field experience preferred.
Great attitude with customers and employees and must be friendly and hospitable.
Typing/Computer Skills such as Microsoft Office suite Ability to represent Ideal Homes through the lens of company Core Values Days/Hours: Monday through Friday 8-5, occasionally be able to work past or before normal work times FLSA Status: Non-Exempt Physical Demands The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit and talk or hear.
The employee frequently is required to use hands to handle or feel and to reach with hands and arms.
The employee must have the following abilities: Drive maintain a current drivers license Able to move around a construction site without paved driveways and sidewalks.
Comfortably work from a ladder Ability to lift and/or move up to 50lbs on a regular basis.
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
The employee spends the majority of his/her time assisting with office responsibilities.