Customer Care Specialist

Capstone Homes (Prescott, AZ Division) is currently looking for a Customer Care Specialist with experience in the home building industry with 3-5 years experience. Passion for treating customers with a level of respect and surprising service is at the heart of everything we do. Ensure all customer care activities are aligned with current Capstone Homes warranty process guidelines Ensure timely response to all warranty concerns & have a passion for excelling in customer satisfaction. Passion for delivering service levels above customer expectations is a must. Highly adaptable and extremely quick thinking on their feet. Self-motivated with the ability to work independently.

Location: Prescott, AZ

Reports to: Customer Care Director

Duties will include:

• Receive and accelerate calls from customers and vendors as appropriate.

• Manage warranty requests via email or the Capstone website, verify close of escrow dates to ensure warranty requests are within the warranty periods.

• Provide all warranty information for the Customer Warranty Folder at time of New Home Orientation

• Works closely with Sales, Purchasing, and Construction Teams to ensure the timely and comprehensive follow-up to customer specifications & concerns.

• Perform Capstone pre-closing process with new customers highlighting the warranty guidelines.

• Ensure customer is set up in Punch List Manager, & usernames & passwords have been provided to each customer when the Welcome Home is completed & the home has closed & enter the warranty start date in PLM

• Work with community teams to verify work progress and completion of assigned Trade Partner tasks.

• Responsible for following up with customers to ensure complete satisfaction of warranty concerns.

• Formulate reports and track warranty metrics on a weekly basis.

• Manage all customer information including warranty visits & post-Close proactive communication calls

• Investigate customer files as needed to assist in the service or legal discovery process.

• Answer customer questions and assist with understanding of warranty guidelines.

• Oversee the emergency process by following up on all emergency calls, creating warranty requests, and assisting field employees to complete emergency repairs.

• May complete other duties of an administrative assistant role.

• As required, contribute in special developments relating to warranty events or focus groups

Required Skills/Abilities

• Basic computer proficiency, with a working knowledge of Microsoft Office as well as strong math skills. Ability to read and interpret blueprints and other construction documents.

• High school diploma or equivalent

• Minimum of five years of customer service or construction experience

• Superior verbal communication skills

• Strong ability to multi-task

• Outgoing, professional demeanor with the ability to establish and maintain effective relationships.

• Computer literacy and an understanding of accounts management tool, Punch List Manager or equivalent will be highly regarded

• 3 - 5 years” of experience in a customer – facing role: with achievements in customer satisfaction metrics

• Strong desire for continued growth and learning

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work Location: In person

Salary : $55,000 - $65,000