Full Time
Remote & Office-Based Position
Travel Required
Exempt
GENERAL FUNCTION:
Under the direction of the Customer Care Manager the Customer Care Technician shall perform a variety of services to fulfill the overall Customer Care experience for Red Door Homes customers. These functions will include the management oversight of the company’s subcontractors that warranty work is performed properly with the care necessary to keep the Customer Experience consistent.
SPECIFIC RESPONSIBILITIES:
· Understands and promotes the principles of the Customer Service/Experience and recognizes that a “Wow” experience often requires a “shocking level of communication”, a “shocking level of information” and a “shocking level of exceeded expectations”.
· Communicate with Customers in the way that ensures your knowledge of the Red Door Homes Warranty; 1 Year Fit & Finish, 2 Year Mechanical and 10 Year Warranty Programs.
· Work with the Builder Team to visit homes with warranty concerns and document those concerns for completion. At the same time explaining what is not covered under our Warranty Program and the reasoning for it being Homeowner Maintenance.
· Attends and participates in regular Customer Care Team meetings with the ultimate direction coming from the Construction Manager.
· Additional responsibility as needed
WHAT YOU OFFER – PREREQUISITES FOR SUCCESS:
· Commitment and mastery of a customer centric EXPERIENCE based on Red Door Homes journey
· Maintain focus while working in an unstructured environment with nominal supervision
· In depth understanding of all warranty information and Home Care & Maintenance Manual materials provided to our customers.
· People skills to handle communication articulately and professionally with customers.
· Organizational aptitude to manage the communication routing, processing and maintain related files. Multi-tasking and managing time well.
· Computer aptitude and willingness to learn to process needed to work in the Mark System Warranty module is a must.
ACCOUNTABILITY MEASURES:
· Warranty Backlog
· Warranty OVER 14 days
· Avid Ratings – Warranty Surveys
· Weekly Reporting
ORGANIZATIONAL RELATIONSHIPS:
REPORTS TO: Warranty Manager
WORKS WITH: Management Team: General Manager, Operations Manager and Construction Manager – as well as ALL Internal and external customers
SUPERVISES: The RDH Warranty Experience
WHAT WE OFFER – BENEFITS:
Team building events
Job Type: Full-time
Pay: $50,000.00 – $55,000.00 per year
Benefits:
Schedule:
Experience:
Work Location: One location
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