Customer Service Representative

Who We Are:

Our mission is to enhance, inspire and grow. We enhance the lives of people by creating inspiring living environments. With over 30 years of experience, we’re no strangers to the homebuilding industry. We are a multi-disciplinary development company with neighborhoods in Northern and Southern California, and Colorado! Since our beginning, we have always strived to set ourselves apart from other builders. We do this by looking ahead. We make sure that the products we are providing are the best for our homebuyers; that they fit into life today and in the future; that the surroundings are inviting and purposeful. When we Trumark our homes, it is because they reach every one of these criteria.

Overview:

The Customer Service Representative interfaces with both the customer care and construction departments, as well as subcontractors, homebuyers, and homeowners to perform quality control, final orientations and diagnose, schedule and complete warranty service work.

Essential Duties:

• Maintain excellent homeowner relations and provide homeowners with knowledgeable, timely and professional service.
• Conduct internal pre-walk and sign-off, utilizing department’s templates and protocols.
• Provide construction team with clear, written communication of punch items needing corrected.
• Maintain great rapport with construction personnel who are responsible for completing punch items.
• Conduct walk-through and sign-off appointments in accordance with department’s standardized processes, and forms.
• Educate buyers on the design and performance of energy efficient equipment and systems.
• Maintain familiarity with Trumark’s Limited Warranty Policy, as well as SB-800 statutes of limitations.
• Service homeowner service requests coming into department via phone calls, emails, voicemails, or Zendesk accounts.
• Manage multiple trades on homes with complex service requirements.
• Conduct year-end walks to assess items qualifying for warrantable service work.
• Support continuous education of homeowners on warranty, functionality, fit and finish, and design of utilities and their performance. Utilizes Newstar to generate work orders to trades for warrantable items.
• Work within department protocols to conduct field assessment of water damage, and identify the source of the leak. Supports trade efforts to remediate and in house management of build-back phase.
• Schedule and supervise subcontractor repairs in homes after delivery to homeowner.
• Schedule inspections with homeowners, assess routine warranty claims and follow through to completion.
• Provide accurate and timely information to Customer Care team on progress and scopes of work. Providing ongoing information to Customer Service Manager as it relates to quality of workmanship and materials.
• Keep accurate service request logs and documentation of all work performed.
• Perform all other duties as assigned.

Education and Additional Requirements:

• Has a High School Diploma or GED minimum.
• Has fundamental working knowledge of residential assembly/construction.
• Is familiar with product quality and workmanship standards to which houses are built.
• Able or capable of learning to work with customer service ticketing software.
• Must have a background in Warranty, or similar.
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relations.
• Must have a valid, unrestricted Motor Vehicle License.
• Willing to learn to use and fly a drone.
• Excellent communication, verbal, and written skills.
• Strong organizational and interpersonal skills.
• Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines.
• A team-player who can maintain regular attendance, accomplish daily work schedule, and understand and follow work rules and procedures.

Why Work for Trumark?

• Work with a team that values you! Trumark offers a direct career path with an open seat for you at our table.
• We embody our mission to Live Well. Trumark Homes is dedicated to creating communities that foster an enthusiasm to connect, the strength to aspire and the compassion to give back. For approximately every 50 homes we build, we work with charity: water to provide and serve approximately 200 people with fresh, clean water.
• Exceptional Medical Benefits (100% Employee + 60% Dependent).
• Monthly wellness stipend.
• 401k with company matching, we are helping you plan for future retirement.
• Pay range $48,000 - $52,000 based on experience.