Senior Customer Care Representative

GENERAL SUMMARY: Meets with homeowners to determine areas of concern and coordinates repair schedules. Once repairs are completed, verifies accuracy of subcontractor workmanship.
ESSENTIAL DUTIES AND RESPONSIBILITIES: • Receives calls and reviews correspondence from homeowners. • Schedules appointments with homeowners. • Conducts repair inspections with homeowners. • Determines repairs to be made using discretion to satisfy customer requests and creates work order schedules. • Communicates repairs needed to field and office staff; refers repair requests for unwarranted items to management. • Communicates and coordinates with subcontractors regarding work orders and schedules; uses diplomacy in dealing with subcontractors. • Verifies completion of subcontractor workmanship. • Communicates completion to office staff. • Authorizes billing requests after reviewing submitted charges for accuracy. • Senior position generally has more experience and has greater responsibilities. • Performs other duties as assigned by Customer Care Executive.
REQUIREMENTS
JOB SPECIFICATIONS: • High school graduate or equivalent. • Three years customer service with three to five year’s construction experience. • Thorough knowledge of construction methods and Company and government standards. • Detail oriented. • Excellent customer service skills. • Organization, management and follow-up skills. • Strong interpersonal skills. • Excellent written communication and negotiating skills. • Computer skills

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