Job description
Job Summary: The Post Construction Customer Care Specialist will be responsible for managing customer relations and addressing any issues that arise after the completion of home construction. This role is crucial in ensuring customer satisfaction and maintaining the company’s reputation for quality and service.
Key Responsibilities:
- Customer Support: Serve as the primary point of contact for homeowners after the completion of construction, addressing any questions or concerns.
- Issue Resolution: Coordinate and resolve post-construction issues, including warranty claims, repairs, and maintenance requests.
- Documentation: Maintain accurate records of all customer interactions, issues, and resolutions.
- Vendor Coordination: Work with subcontractors and suppliers to schedule and oversee repairs and maintenance work.
- Quality Assurance: Conduct inspections to ensure all repairs and maintenance work meet company standards and customer expectations.
- Customer Communication: Provide regular updates to homeowners on the status of their requests and any ongoing work.
- Feedback Collection: Gather and analyze customer feedback to identify areas for improvement in the post-construction process.
- Reporting: Prepare and present regular reports on customer care activities, issue resolution, and customer satisfaction.
- Process Improvement: Identify and implement process improvements to enhance the efficiency and effectiveness of the post-construction customer care function.
Qualifications:
- Education: High School diploma or equivalent.
- Experience: Minimum of 3-5 years of experience in customer service or a related role, preferably in the home building or construction industry.
- Skills: Strong organizational and multitasking skills, excellent communication and interpersonal skills, proficiency in customer service software (e.g., CRM systems), and basic knowledge of construction processes.
- Attributes: Detail-oriented, proactive, customer-focused, ability to work under pressure, and strong problem-solving abilities.
Work Environment
The work environment characteristics described here 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.
