• Customer Care Representative

    Job ID
    Customer Service
    Federal Way, WA
  • Overview



    Interfaces with homebuyer and trade partners to perform final orientations and diagnose, schedule and complete warranty service work.



    • Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product

    • Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc

    • Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within 5 days

    • Schedule and supervise trade partners’ repairs in homes after delivery to homeowner

    • Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 7 days

    • Provide accurate and timely information to Customer Care Manager on progress and scopes of work

    • Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service

    • Evaluate trade partner and product performance.  Provide on going information to Customer Service Manager as it relates to quality of workmanship and materials

    • Work with Customer Service Manager on special projects as needed

    • Participate and attend department meetings

    • Keep accurate service request logs and documentation of all work performed

    • Perform all other duties as assigned



    • Four (4) years residential, customer care or construction field

    • High school diploma or GED required

    • Valid driver’s license

    • Maintain regular attendance and punctuality relative to daily work schedule is required

    • Excellent communication skills, verbal and written

    • Strong organizational and interpersonal skills

    • Must be able to deal effectively with confrontational situations and maintain objectivity in public relations

    • Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines

    • Follow directions from a supervisor

    • Understand and follow work rules and procedures

    • Accept constructive feedback

    • Team player



    Requires the ability to work eight hours per day in the confined quarters of a construction trailer, the ability to operate a motor vehicle, read Plans, climb stairs, climb ladders, bend, stoop, reach, lift, move and/or carry equipment which may be in excess of 50 pounds, occasionally operate construction equipment.  Finger dexterity may be required to operate a computer keyboard and calculator. 



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