Customer Care Specialist

Capstone Homes (Prescott, AZ Division) is currently looking for a Customer Care Specialist with experience in the home building industry with 3-5 years experience. Passion for treating customers with a level of respect and surprising service is at the heart of everything we do. Ensure all Customer Care activities are aligned with current Capstone Homes warranty process guidelines Ensure timely response to all warranty concerns & have a passion for excelling in customer satisfaction. Passion for delivering service levels above customer expectations is a must. Highly adaptable and extremely quick thinking on their feet. Self-motivated with the ability to work independently.

Location: Prescott, AZ

Reports to: Customer Care Director

Duties will include:

• Works with Customer Care Director, Construction Managers, accounting team, homeowners, subcontractors/suppliers. Direct report to Customer Care Director who will help train and set the tone for success.

• Receiving email and phone calls from close homeowners.

• Schedule appointments with closed homeowners that have warranty concerns as well as for 60-day and 11-month warranty reviews to qualify warranty item requests and schedule items with vendors or Capstone Warranty Assistant.

• Giving advice and answering questions as well as scheduling contractors/ suppliers for repair work as needed. Organizational skills and clear communication are very important here.

• Perform quality, homeowner, and warranty walks with homeowners and Capstone Representatives.

• Monitor costs and expenses, work with other departments and contractors to come up with viable solutions to concerns or issues, some after-hours calls as needed, work with closed homeowners to solve concerns, schedule contractors for repairs, work with exclusive warranty software used for scheduling-monitoring status of warranties-tracking of costs, weekly update reporting meeting on outstanding and new workloads and warranties.

• With a production superintendent you will help make a homeowner's dream come true by walking homeowners through their new home at the walk-through. During this appointment, you will help explain the functionality of the home, provide maintenance-type tips, as well as look for any defects. This is being done to help ensure any possible items are resolved before closing and do not become warranty items later.

• Maintain models, and monthly model inspection meetings, and ensure hired contractors are performing quality work.

• Technical: Sequence and schedule on-site work and maintain quality control standards. Computer literacy with email, word processing, and spreadsheets.

• Problem Solving: Analyzes problems and makes sound decisions promptly based on objectives, risks, costs, and implications.

• Leadership: Ability to successfully coordinate the work of contractors, supervise self-performed work, and communicate effectively with others.

• Communication: Displays strong oral and written communication skills along with interpersonal skills needed to work well with diverse personalities and accurately document technical issues in written correspondence and reports as needed.

Required Skills/Abilities

• Basic computer proficiency, with a working knowledge of Microsoft Office as well as strong math skills. Ability to read and interpret blueprints and other construction documents.

• High school diploma or equivalent

• Minimum of five years of customer service or construction experience

• Superior verbal communication skills

• Strong ability to multi-task

• Outgoing, professional demeanor with the ability to establish and maintain effective relationships.

• Computer literacy and an understanding of accounts management tool, Punch List Manager or equivalent will be highly regarded

• 3 - 5 years” of experience in a customer – facing role: with achievements in customer satisfaction metrics

• Strong desire for continued growth and learning

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k) matching
• Life insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Flagstaff, AZ 86005: Relocate before starting work (Required)

Work Location: In person