Red Door Homes Hiring for Customer Care Technician Job at Raeford, NC Full Time

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:

• Professional, upbeat, and FUN work environment
• Ability to work remotely
• Competitive compensation
• Paid training and professional development opportunities
• Generous paid time off
• Medical insurance provided
• Available dental and vision coverage
• Life/Accidental death insurance provided with ability to increase as desired
• 401K Investment plans with company contribution

Team building events

Job Type: Full-time

Pay: $50,000.00 – $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Schedule:

• Day shift
• Monday to Friday
• Weekend availability

Experience:

• Residential construction: 2 years (Preferred)

Work Location: One location