Customer Care Representative

Location

Roseville - 2271 Lava Ridge Court, #220

Business

At Brookfield Residential, a leading North American land developer and homebuilder for over 65 years, we have had one goal in mind – creating the best places to call home. From the development of award-winning, master-planned communities to the creation of well-designed homes, we are committed to cultivating exceptional life experiences for our customers, partners, employees, and members of the community.

As part of Brookfield — one of the largest alternative asset managers in the world — we harness our resources to bring a fresh approach, unparalleled creativity, relentless innovation, and sound Sustainability practices to the planning, development, and management of buildings everywhere. From offices, retail spaces, and logistics facilities to multifamily residences, hospitality establishments, and mixed-use structures — we are reimagining real estate from the ground up.

If you're ready to be a part of our team, we encourage you to apply.

Job Description

Your Team

The Customer Care Representative is responsible for the day-to-day management and operation of their community.  Must diagnose, schedule and complete warranty service requests in a professional, timely and satisfactory manner with the goal of exceeding customer satisfaction.

Your Key Deliverables

• 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:

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