Customer Care Field Rep

1. Performance Objectives:

• Accept homes from production.
• Perform Quality Assurance Walks (QA)
• Perform Home Preview walk on each home for acceptance and customer approval.
• Be knowledgeable of all products and warranties associated with the home.
• Report Builder and Trade Contractor performance to Director of Construction (DOC).
• Pre-check of home with builder to determine if home will be ready for QA/Home Preview & Home Completion
• Work closely with Director of Closing and Builders to identify homeowner concerns prior to the Home Preview & QA.
• The Home Preview appointment will be clear and consistent to demonstrate the features of the new home. This provides the opportunity to evaluate their home for completeness. Answer all questions asked. Inform them of Ideal Homes service procedures.
• Responsible for supervising Field Tech.

• Knowledge, Skills, and Abilities:
  • Maintain a high degree of integrity and honesty in all business dealings.
  • Be professional in dress, manners, punctuality and conduct.
  • Be self motivated and display initiative.
  • Build and maintain Relationships with customers, trades, and fellow employees.
  • Understand and follow all policies and procedures of Customer Care and those in construction that relate to the quality of our homes.
  • Be proactive by anticipating problems and use problem solving within his/her authority.
  • Make quick, accurate decisions when necessary and take responsibility for those actions.
  • Complete and submit all necessary reports in a readable, accurate and timely manner.
  • Make the transition from Production to Customer Care a pleasant experience for the Homeowner.
  • Lead fellow employees, Trade Contractors, and Vendors by example

Major Duties and Responsibilities:

• Generate Reports:
  • Look for recurring problems with Warranty, Builders, and Trade Contractors, and report them to the Director of Customer Care.
  • Monitor field homes monthly – checking their condition and reporting any problem or upkeep needed to the Builder & DOC.
  • Establish and maintain accuracy in the following reports:
    • Incomplete Items & Resolutions Form
    • Warranty Agreement & Limitations Form

• Be available to answer phone calls, contact trades, generate reports, and submit service requests, when necessary, if Customer Care Office Manager is unavailable to do so.
• Follow up on items that are not complete at time of closing with builder and DOC.
• Meet homeowner at Home Complete Appointment to ensure home meets or exceeds quality standards and homeowner acceptance is 100% complete. Any items not complete will be addressed by builder and reported to builder, DOC, Office Manager

Help monitor performance:

• For Trade Contractors
• For Builders
• Be proactive in addressing problem areas with the Director of Construction.

Perform Field Inspections of Service Calls:

• When necessary, perform a field visit to assess a reported problem.
• Involve appropriate parties (Director of Construction, Builder, Trade Contractor, and Vendor) to determine the cause of and the solution to the problem.
• Schedule work to be performed in conjunction with the Customer Care Specialist and follow up to insure timely and quality completion.
• Issue SO requests to office manager
• Accept Home from Builder
• Performs Quality Assurance Walks
• Walks with builder 30 days before estimated home completion to determine if any issues or non-completed items would delay a closing or cause there to be outstanding items at time of closing. Communicate those issues to DOC and Closing Department.
• Other duties as assigned.