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Form of workCUSTOMER CARE TECHNICIAN
Job Description
Department: Customer Care
Reports to: Customer Care Manager
Position Type: Full-Time ( 40 hours/wk)
Classification: Non-Exempt
WC Code: 5610 - Contractors
EEO Class: 3 - Technicians
Schedule: M-F weekends as needed
Pay Range: 22.00 - 26.00 per hour
Position Description:
The Customer Care Technician is responsible for conducting pre-delivery home inspections to ensure chosen options have been installed and ensure home readiness for buyer orientation. The position conducts the orientation walk through with new homeowner to ensure they are informed about the features of their home, understand the warranty terms and conditions, as well as clarifying standards if issues arise and document needed corrections if deemed required. This position also handles warranty service assessments and helps coordinate service repairs as well. When conducting assessments, the Customer Care Technician is responsible for inspection of home item (roof tiles, appliances, home attic area), and helping assess warranty of items.
Essential Functions/Accountabilities:
- Under supervision of the Customer Care Senior Technician:
- Conducts pre-delivery inspections of new home to ensure chosen options have been installed, all appliances and equipment are operating as designed, and identifies any discrepancies;
- Conducts Home Orientation with new homeowners to explain warranty terms and conditions, how to use appliances and equipment, the features of the new home and to identify any needed corrections;
- Conducts 30-day post closing and 1 Year post closing assessments identifying repairs and settlement touch-ups that need to be addressed under the warranty
- Assess homes for repairs and maintenance as needed. This potentially can require climbing ladders for roof inspections, stooping for appliance inspections and carrying of tools.
- Assists Customer Care Coordinator and Senior Technician in responding to homeowner service calls. Reviews proper maintenance if necessary, identifies repair items, completes necessary paperwork to identify needed repairs, handles repairs independently when appropriate/feasible, and/or distributes documents to appropriate trade partners to request repairs be made;
- Coordinates subcontractor appointments for homeowners;
- Responds to emergency calls following the emergency protocols;
- Provides suggestions for improvement on existing departmental procedures or innovate with new ideas;
- Maintains open lines of communications with other Customer Care Representatives to ensure all homeowner concerns and construction problems are identified and repairs or concerns are followed through;
- Assists Senior Customer Care Technician in handling complex issues that arise with customers during and after the construction of the new home;
- Notifies respective project Superintendents of repair items;
- Works closely with the quality, sales, production and design departments to help identify product issues/malfunctions.
- Handles minor service repairs and home maintenance as needed.
Competencies:
- Demonstrated ability to adapt to changes in a fast-paced environment, while managing multiple tasks and maintaining a team environment;
- The ability to problem solve, using independent judgement;
- Demonstrated ability to manage customer relations in a friendly and effective manner; Demonstrated ability to effectively present information and respond to questions from clients, customers and the public; and
- Excellent written and verbal communication skills.
Supervisory Responsibility:
- None
Work Environment:
- This job operates both in the field and in a professional office environment. While in the office, this position will utilize standard office equipment such as computers, phones, photocopies, filing cabinets and fax machines. While operating in the field, the position routinely uses a vehicle to transport between construction sites and client’s properties for homeowner orientation and service calls, with exposure to various environmental conditions.
Analysis of Physical Demands
Frequency (based on typical week)
- N = Never
- O = Occasional (1%-33% of time)
- F = Frequent (34%-66% of time)
- C = Constant (67%-100% of time)
Activity
N
O
F
C
Activity
N
O
F
C
Lifting/Carrying
Twisting/Turning
Under 10 lbs
X
Reach over shoulder
X
11-20 lbs
X
Reach over head
X
21-50 lbs
X
Reach outward
X
51-100 lbs
X
Climb
X
Over 100 lbs
X
Crawl
X
Kneel
X
Pushing/Pulling
Squat
X
Under 10 lbs
X
Sit
X
11-20 lbs
X
Walk-Normal Surfaces
X
21-50 lbs
X
Walk-Uneven Surfaces
X
51-100 lbs
X
Walk-Slippery Surfaces
X
Over 100 lbs
X
Stand
X
Bend
Driving
Automatic Transmission
X
Standard Transmission
X
Other
Keyboard/Ten Key
X
Fine finger dexterity
X
Handling (grasping, holding)
X
Repetitive Motion - Hands
X
Repetitive Motion - Feet
X
Position Type/Expected Hours of Work:
- This is a full time at will position, and work hours are typically Monday through Friday 8:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as department needs demand. Will require work on Saturdays as needed on a rotational “on call” schedule.
Travel:
- Travel is primarily local within the San Joaquin Valley. Requires the use of personal vehicle to travel to construction sites, GVH residential developments, spec homes, and/or client’s homes for service calls.
Additional Eligibility Qualifications
- Valid California Driver’s License
Work Authorization:
- Must be eligible to work in the United States
Minimum Requirements:
- High School Diploma or GED;
- Two years of experience in a customer service capacity preferred;
- Two years of construction industry experience preferred;
- Experience as an assistant superintendent role or equivalent is preferred;
- Must be available on Saturdays as needed, and for rotational “on call” weekend schedule;
- The ability to work with current forms of technology such as the operation of iPad, Desktop Computer and software (Microsoft Outlook, Word and Excel, etc.)
- A valid California driver’s license and auto insurance;
This job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties and responsibilities. It is not an employment contract and the Company reserves the right to modify job duties or job description at any time.
