Job Details
Customer Care Rep, GOODALL HOMES LEGACY, Huntsville, AL area
***Welcome to Goodall Homes!***
*Established since 1983, GOODALL HOMES has become the second largest homebuilder in Middle Tennessee and listed in the top 10 of Nashville Business Journals Fastest Growing Private Companies and The Tennesseans Top Places to Work for five years in a row. Now, as a Berkshire Hathaway company, Goodall Homes continues to excel.*
*We continue to thrive by sticking to our 6 Core Values: Glorify God by doing the right thing; Treat others like we want to be treated; Be humble; Relentlessly pursue improvement; Teach every team member to be a business owner; and build a positive team and family atmosphere. By living by these core values, we get to achieve our companys purpose every day: to create opportunities to improve the lives of our team members, business partners, and customers.*
**CUSTOMER CARE REPRESENTATIVE**
**GENERAL FUNCTION:**
Performs daily field activities required so that customer experience is maximized. This position is a key part of the customer care team that focuses on being the builder of first choice for our customers.
**SPECIFIC RESPONSIBILITIES:**
Quality Control Inspections
Welcome Home Celebrations
Year End appointments
Trade oversight at year end appointments
Market home reviews
Repairs to homes as needed not requiring power tools
Sundry organization in office
Tasks as assigned by Customer Care Manager
All meetings as required
Handle basic warranty requests from homeowners, including carpentry work
Evaluate homeowners repair issues to determine if they are warrantable items; communicate effectively if they are not warrantable items
Develop and maintain good rapport with contractors and ensure quality work
Address customers concerns in a timely and professional manner by working with the customer and contractors
Supervise trade partner repairs in homes after delivery to homeowner
Assess routine warranty claims and follow through to completion all service requests within 18 days
Provide accurate and timely information to Warranty Manager and Warranty Coordinator 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 ongoing information to VP of Construction as it relates to quality of workmanship and materials
Participate in and attend department meetings
Keep accurate service request logs and documentation of all work performed
Understand and adhere to all guidelines in the 2-10 Homeowner Warranty Handbook
Work with VP of Construction on special projects as needed
Create work orders in Punchlist
Schedule warranty repairs with the homeowners and contractors
**PREREQUISITES FOR SUCCESS:**
Experience in drywall/paint repairs
Good construction knowledge
High attention to detail
Ability to analyze problems and take corrective action
Organizational aptitude to manage the job load and necessary paperwork
Excellent people skills
Ability to safely climb ladders, inspect attics and crawlspaces
* High school diploma or equivalent
* Customer service oriented
* Experience in framing, carpentry and general construction skills
* Working knowledge of residential construction methods, techniques and systems
* Strong organizational and time-management skills; able to multi-task
* Positive attitude
* Good scheduling and follow up techniques
* Excellent verbal and written communication skills
* Possess professional attitude to represent company in a positive manner
* Exemplary record of attendance and punctuality
* Valid Drivers License and proof of state required auto liability insurance
**ORGANIZATIONAL RELATIONSHIPS:**
REPORTS TO: Customer Care Manager
SUPERVISES: Does not apply
LEADS: Customer Care Department, Project Managers, Trades