Customer Care Field Representative Job Description

Reports To: Director of Customer Care

Revision Date: 12/8/10

I. Performance Objectives:

  • Accept homes from production.
  • Performs Quality Assurance Walks
  • Perform Orientation 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 Customer Care for recognition or reprimand.
  • Work closely with Director of Closing and Builders to identify homeowner concerns prior to the homeowner orientation.
  • The homeowner orientation 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.
  1. Knowledge, Skills, and Abilities:
  2. Maintain a high degree of integrity and honesty in all business dealings.
  3. Be professional in dress, manners, punctuality and conduct.
  4. Be self motivated and display initiative.
  5. Build and maintain Relationships with customers, trades, and fellow employees
  6. Understand and follow all policies and procedures of Customer Care and also those in construction that relate to the quality of our homes.
  7. Anticipate, prevent, and solve problems ( being Proactive) within his/her authority.
  8. Make quick, accurate decisions when necessary and take responsibility for those actions.
  9. Complete and submit all necessary reports in a readable, accurate and timely manner.
  10. Attend all mandatory company meetings, and be on time.
  11. Make the transition from Production to Customer Care a pleasant experience for the Homeowner.
  12. Be knowledgeable of all standard features of Medallion, Classic, Camden, Reunion, Signature and Infinity Homes.
  13. Be up to date and familiar with all packages and options offered by Ideal Homes.
  14. Lead fellow employees, Trade Contractors, and Vendors by example.

III. 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 on a monthly basis – checking their condition and reporting any problem or upkeep needed to the Director of Customer Care.
  • Establish and maintain accuracy in the following reports:
  • Closed Homes with Outstanding Items
  • Customer Care Monthly Report
  • 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 not complete at time of closing.

Help monitor performance:

  • For Trade Contractors
  • For Builders
  • Be proactive in addressing problem areas with the Director of Customer Care and other appropriate parties to handle concerns regarding quality of construction and service completion obligations.
  • Perform Field Inspections of Service Calls:
  • When necessary, perform a field visit to assess a reported problem.
  • Involve appropriate parties (i.e. Director of Customer Care, 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 Office Manager and follow up to insure timely and quality completion.
  • Accept Home from Builder
  • Performs Quality Assurance Walks

IV. Qualifications

  • College degree preferred
  • Minimum of 2 years Customer Service/Field experience preferred.

V.Days/Hours:

  • Monday through Friday

VI.FLSA Status:

  • Non-Exempt
VII. Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear. The employee frequently is required to use hands to handle or feel and to reach with hands and arms.

The employee must have the following abilities:

  • Drive – maintain a current drivers license
  • Able to move around a construction site without paved driveways and sidewalks.
  • Comfortably work from a ladder
  • Ability to lift and/or move up to 50lbs on a regular basis.
VIII. 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.

The noise level in the work environment is usually moderate. The employee spends the majority of his/her time assisting with office responsibilities.

I have read and understand this job description.

______

SignatureDate Signed

______

Print Name

T:\Human Resources\Job Descriptions\Customer Care Field Representative Job Description.doc Revised CT**12/08/10**