Senior Customer Care Representative

New Home Co. is a new generation homebuilder focused on the design, construction and sale of innovative and consumer-driven homes across major metropolitan areas in Arizona, California, Colorado, Oregon, Texas, and Washington. Our commitment to excellence has earned us industry-wide recognition, including 2019 Builder of the Year by Professional Builder and the fastest-growing private builder in the country by Home Builder Executive in 2024

At New Home Co., we believe that PEOPLE matter. The strength of our homes is built upon a foundation of focused, energized, and dedicated team members. Our goal is to provide a workplace where you are successful in doing the best work of your life. Join our team, and let’s Move Forward together.

Check out NWHM's 2023 Corporate Sustainability Report

Position Job Title: Senior Customer Care Representative

FLSA Status: Hourly Non-Exempt

Job Location: Field

Position Summary

To ensure homeowner requests are answered quickly, thoroughly, and professionally.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Attend the pre-Construction meeting with Site Manager and homebuyer to shape expectations and explain the homebuilding process.
• Conduct the new home orientation to educate the buyer in the operation of appliances and other special features of their home as well as to shape expectations and explain Warranty and Maintenance procedures.
• Provide a Quality Control Walk on each home prior to the new home orientation
• Supervise all trade contractors completing customer care service requests to ensure that all issues are addressed and quality repairs are made as required.
• Maintain field files documenting all customer care activities.
• Approve all service-related invoices for payment.
• Identify recurring warranty items and work with construction team members and trade contractors to eliminate or minimize them.
• Perform regular maintenance on inventory homes.
• Work with the project team to prepare model homes for grand openings.
• On a periodic basis, serve as the contact for weekend emergency service.
• Work closely with the Site Manager to prepare homes for the New Home Orientation.
• Prepare Homeowner Manuals for the New Home Orientation.
• Monitor customer survey results to determine possible areas for improvement.
• Provide input to the Purchasing team regarding potential maintenance issues involving specification and option selections for a given model complex or project.
• Make recommendations for improving the customer care/warranty process.
• Provide leadership to team members by modeling the company values, vision and operating principles.
• Adhere to department budgets and goals
• Monitor and communicate trade performance to management
• Maintain strong knowledge of trade scope of work and provide input on desired changes when applicable
• Conduct field meetings with trades as needed on policies and procedures
• Work with team and trades to be proactive to properly address all warranty claims
• Provide training to new employees on Customer Care best practices
  
  

Managerial Responsibility

This position does not supervise other employees.

Position Qualifications

• High school diploma or equivalent required
• A minimum of Four years experience in customer service in the building industry preferred
• Possess superior customer relations skills
• Good verbal and written communication skills
• Legible penmanship
• Highly organized
• Ability to multi-task
• Ability to work independently and as part of a team
• Maintain a professional appearance and a “can-do” attitude
• This position often requires driving during the workday; Valid Driver License required. As a contingency of employment, a background check, inclusive of an MVR, will be completed.
  
  

Base Salary: The expected base salary range for this position is between $80,000 to $110,000 per year, depending on experience and skillset. Base Salary is paid bi-weekly, every other Friday. Additionally, this position is eligible for an annual bonus based on divisional and individual performance.

Benefits: In addition to competitive medical, dental and vision coverage, New Home Co. provides comprehensive benefits to eligible team members and their dependents, generous paid time off policies, like vacation, holidays, sick leave, jury duty, and bereavement; paid disability, parental and military leave; company-sponsored and voluntary term life, AD&D, and short- and long-term disability insurances; a 401(k) retirement plan with bi-weekly employer matching of 50% up to the first 8% of team member contributions; as well as a wellness incentive program.

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Similarly, the work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

Requires the ability to bend, climb, lift 1-50 pounds, reach, see, stand, sit, walk on uneven terrain, hear, type and talk. Job will often require working in heat, cold or inclement weather. May have exposure to hazardous materials and require personal protective equipment such as eye, respiratory and hearing protection. This job is located on a construction site and may require wearing hard hat and steel toe boots.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. New Home Co. retains the discretion to add or change job duties at any time.