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Customer Care Representative

Job Description




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




  1. Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product.
  2. Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc.
  3. Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within five (5) days.
  4. Schedule and supervise trade partner repairs in homes after delivery to homeowner.
  5. Respond and make contact to service claims via the Regional Operating Center or the division within 48 hours of receipt.
  6. Set inspection of service claim within seven (7) days of receipt.
  7. Set work appointment with trades to make needed repairs within 10 days.
  8. Complete the agreed upon warranty items for the customer in one visit to the home 80% percent of the time on the initial work appointment.
  9. Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 23 days.
  10. Provide accurate and timely information to Customer Care Manager on progress and scopes of work.
  11. Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service.
  12. Evaluate trade partner and product performance. Provide ongoing information to Customer Care Manager as it relates to quality of workmanship and materials.
  13. Participate in emergency on call rotation service schedule.
  14. Work with Customer Care Manager on special projects or Division President as needed.
  15. Participate and attend department meetings.
  16. Keep accurate service request logs and documentation of all work performed.
  17. Perform all other duties as assigned.



  • Two (2) years residential customer care or construction field preferred
  • High school diploma or GED preferred, but will accept equivalent work experience
  • Valid driver’s license
  • Maintain regular attendance and punctuality relative to daily work schedule is required
  • Excellent communication skills, verbal and written
  • Basic skills in Microsoft Office
  • 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 8 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.  Finger dexterity may be required to operate a computer keyboard and calculator.

FLSA STATUS:   Non‑exempt


Job Snapshot

Employment Type Full-Time
Education High School
Experience Not Specified
Manages Others Not Specified
Industry Other Great Industries
Required Travel Not Specified
Job ID 2019-5472
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Customer Care Representative

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