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Brookfield Properties · 6 hours ago

Customer Care Representative

Roseville, California

Full-time

Onsite

Entry Level

$75K/yr - $85K/yr

2+ years exp

Brookfield Properties is a leading North American land developer and homebuilder, committed to creating exceptional life experiences. The Customer Care Representative is responsible for the management and operation of their community, focusing on warranty service requests and ensuring customer satisfaction.

Commercial Real EstateConstructionCoworkingHospitalityLogisticsProperty DevelopmentProperty ManagementReal EstateResidentialRetail

Responsibilities

Strive to deliver the ultimate customer experience

Become proficient with mobile application for tracking and updating customer service requests

Attend AVID Survey seminars when offered

Attend weekly Community team meetings

Interact with construction and sales personnel to ensure a positive team spirit

Schedule or perform model maintenance as requested

Comply with Brookfield Residential Appearance Code

Knowledge of Brookfield’s Fit & Finish One-Year Limited Warranty

Knowledge of construction performance standards in the publication, The Home Book, A complete Guide to Homeowner and Homebuilder Responsibilities

Knowledge of programs: Conasys Homeowner Central Portal, OnLocation Warranty, and BuildPro

Respond to customer service requests and identify items covered by Brookfield Residential limited warranty, manufacturer’s warranty, or homeowner responsibility

Contact homeowner the day of receipt or next business day to schedule assessment appointment

Return telephone calls during normal business hours the same day or morning of next business day

Encourage homeowners to take surveys and follow up when necessary

Manage, coordinate and verify satisfactory completion of corrective repairs performed by trade contractors or others. Ensure work is completed as efficiently, promptly, neatly and as cost-efficiently as possible

Ensure repairs are completed right the first time

Provide timely response to customer’s questions, meet your commitments, arrive on time or call if delayed

Target for completion of service requests is 15 calendar days after initial review unless items are back ordered

Notify customer if items are back ordered

Obtain homeowner sign off on all service requests

Maintain contact with customers throughout warranty period to maintain a positive relationship

Recurring issues: Notify Vice President of Operations, Customer Care Manager and Director of Purchasing on recurring items

Perform other duties as set forth by the Vice President of Operations, Customer Care Manager, and Operations Coordinator

Become familiar with each floor plan in community and have knowledge of standard items versus optional items. Obtain knowledge about home, construction, and features

Pre-walk production homes with construction team to enforce Brookfield Residential quality standards

Conduct thorough and educational Orientation noting exceptions requiring additional work on exterior and interior. Confirm that all options and upgrades have been installed

Be familiar with the walkthrough guide for your specific community type

Point out location of and how to shut off the following: Main gas shut-off valve, Individual gas appliance shut-off valves, Water meter and shut-off valve, House main shut-off valve, Irrigation shut-off valve, Individual water shut-off valves

Point out area drains and explain grading

Explain the following: Main electrical panel and subpanel, GFCI, Fire sprinkler system, Discuss water heater, HVAC system, Garage door opener, Smoke detectors and carbon monoxide detectors, Homeowner maintenance items

Explain the resources available to homeowner regarding the proper use and care of their home: Home Experience website includes a guide to home ownership, warranties, and preventive maintenance. The website also contains other valuable information, at no cost, and is available to the original or subsequent buyers for 10 years after close of escrow

Become familiar with information contained in Orientation Guide given to buyers at contract and be prepared to answer customer’s questions

Inform customer they will receive monthly maintenance tips from Conasys via email after close of escrow

Explain to the homeowners how to submit a service request on Conasys

HOA website if applicable

Extended Care Program – 18-month Check-In

Provide copy of Orientation Checklist to Customer Care Coordinator and Superintendent the same day of Orientation

Work closely with construction to bring satisfactory completion of items

Prior to close of escrow, but no more than 3 days after Orientation, call the buyer and provide status of their Orientation items. Inform buyer if an item is not going to be completed prior to close of escrow. Provide schedule date if known. Notify homeowner in event of back-ordered parts

Inform buyers that you would like to meet them when they pick up their keys: Make sure they use their keys in all exterior doors, Tell them how to program their keyless entry for garage door, Confirm completion of Orientation items and cleanliness of home, Leave move-in bag and personalized note card, Answer additional questions the homeowner may have, Obtain homeowner’s signature on Orientation Checklist. Return signed off original to the Customer Service Department

Qualification

Customer ServiceResidential ConstructionCommunication SkillsMS OfficeMobile Application ProficiencyTeam PlayerProblem-Solving SkillsTime ManagementAttention to Detail