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Customer Care Field Representative - TRI Pointe Homes - Northern California

Fremont, CA

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TRI Pointe Homes, Inc. (NYSE: TPH) is engaged in the design, construction and sale of innovative single-family homes in planned communities in major metropolitan areas located throughout Southern and Northern California, and Colorado. Based on decades of combined experience developing individual residences and communities, TRI Pointe Homes was created to set new standards—and exceed the expectations of a new generation of homebuyers. Our company’s core values of quality, integrity and excellence are the driving force behind innovative designs that connect with the individual. We are the next generation of homebuilders, and we believe to think, renew and inspire are not only guiding principles, but also the source of energy that will lead TRI Pointe Homes to new insights and a promising future.
General Purpose:
To provide 100% customer satisfaction to all TRI Pointe customers. Handle all customers’ matters in a timely, efficient, neat, courteous and professional manner. To oversee and participate in the preparation and quality control finish of each new home as well as to orient customers with their new home. Ensures that all model homes are maintained in excellent condition and are at all times presentable to customers.
Essential Duties and Responsibilities:
include the following. Other duties may be assigned.
Address new and current customers concerns in prompt, courteous manner relating to items that need repair within the parameters of the Customer Care Department.
Performs accurate assessments of all service requests submitted by customers and answer any questions timely and accurately. Including visiting customers to ensure the validity of the service requested.
Coordinate and schedule trade partners to perform the necessary repairs in customers home.
Field incoming communications from customers, trade partners and office staff including but not limited to customer care requests, color schemes, product information and general questions.
Conduct follow-up communications with customers and trade partners to ensure 100% of all repairs have been completed to the customer’s satisfaction.
Maintain constant contact with customers, coordinators, and subcontractors with updates regarding customer care requests.
Generate work orders, purchase orders, and any other customer care documents and other essential paperwork accurately and in a timely manner. Required to update and maintain customer care database with scheduling dates, notes, and photos.
Perform minor home repairs, adjustments and modifications for customers. This may be a scheduled event or it may occur during a customer emergency.
Perform quality control inspections and customer orientation within the TRI Pointe Homes guidelines.
Cooperate with construction and trade partners in order to deliver a quality new home and point out any special conditions or issues on existing properties.
Assist in maintaining a safe, civil and clean work environment at communities and job sites.
Perform multiple tasks, gather and analyze information and solve problems skillfully and adhere to strict deadlines.
Travel is mandatory requiring reliable transportation and the ability to operate a car safely.
Demonstrates a commitment to the Company Mission and culture.
Develops and maintains respect and harmony with all Employees and Management.
Develops and maintains excellent working relationships with customers and trade partners.
Exercise initiative in organizing and completing assigned tasks according to established guidelines, safety standards and procedures, deadlines and department parameters.
Solves problems by using judgment based upon knowledge of existing products and tracts, customers and/or trade partners schedules, management policies and departmental practices and procedures.
Expected to meet established productivity and task management standards, or seek assistance.
Required Skills
Customer Relations/Interpersonal skills
Time management/Planning skills
Computer/Tablet knowledge a must
Oral/Written Communication
Organization skills
Grammar/Punctuation/Proofreading skills
Required Experience
High school diploma or general education degree (GED); or three to six months of demonstrated experience in home construction including Customer Care or repair; or equivalent combination of education and experience.
General knowledge of the residential building industry and the ability to use general building tools and equipment.
Thorough knowledge and understanding of building blue prints
Required valid California driver’s license; vehicle insurance.
Job Location
Fremont, California, United States

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