Promontory HOMES Customer Care Representative - Full time

ABOUT PROMONTORY CLUB

Elevated above the Distractions

Promontory, located in Park City Utah, has received universal acclaim as a destination where life’s greatest moments naturally play out thanks to its unrivaled depth and breadth of extraordinary family experiences. This established community – which spans more than 11 square miles – features an investment of more than $400 million in exceptional and award-winning amenities for every season. No other community comes close.

Promontory Club is looking to fill a vacancy for its development and construction arm, Promontory HOMES, and the position of Customer Care Representative Full Time.

WHAT IS THE OPPORTUNITY?

Promontory has been approved to construct over 1,900 luxury residential properties. Offering a wide range of products from resort villas to large semi-custom homes. We focus on high-end luxury residential real estate. The Customer Care Representative will be responsible for servicing our clients after new home delivery and initial punch list has been completed by the construction project manager through the 1-year warranty and any other unique circumstances that arise. This role is vital in the continuance of our brand excellence, delighting the customer, and ensuring they or their referrals would want to purchase with Promontory HOMES.

POSITION DESCRIPTION

The Customer Care Representative works with all owners on warranty matters to ensure a luxury homebuying experience continues after home delivery; a key phase in maintaining happy clients (“after the money has been paid”). This role will also perform functionality and home completion inspections prior to home delivery to ensure proper turnover between internal stakeholders (construction project management and warranty personnel). Will assist in identifying construction issues and improvements that can be rectified with scope of work updates, contractor selection, and internal training to alleviate future warranty impairments.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Conduct routine owner meetings to inspect, assess and process warranty request submittals.
• Coordinate with contractors and owners for required service.
• Service request management: entering, updating, and closing out warranty claims, including marking complete Purchase Orders created for service requiring cost.
• Produce weekly warranty reporting, including new claims received, claims completed, and completion forecasting for all other pending claims.
• Conduct functionality/home completion inspections prior to home delivery.
• Perform other duties as assigned.