Job Details

**Job Summary:**

The Customer Care Specialist is the liaison between Warranty and the Superintendents. This person supports both positions by conducting homeowner walk-throughs and responding to work orders. This position is a front-line ambassador for Holt Homes and represents the companywith the highest level of integrity, character, professionalism, courtesy, and ethics.

**Qualifications:**

* High School diploma required

* Minimum of 7 years of customer service experience

* Minimum of 5 years of residential construction experience

* Ability to perform physical requirements, including but not limited to stooping, use of ladders, lifting 35 pounds, and traversing rough terrain

* Must be able to work in adverse weather

* Current, valid drivers license and minimum state required liability insurance

* Advanced computer skills with experience in Microsoft Suite (Word, Excel, PowerPoint, and Outlook)

* Experience with Builder MT, 2-10 Warranty, and Punchlist Manager preferred

* 0% remote working

* Working knowledge and hands-on experience of equipment, tools, materials, and supplies used in new home construction

* Memorable customer service skills with the ability to de-escalate high-tension interactions with homebuyers

**Skills:**

* Ability to learn new software and programs quickly

* Organize, multitask, prioritize, and complete tasks in an efficient manner

* Adapt in an ever-changing, fast-paced, environment

* Work independently as well as in a group setting

Responsibilities:

* Own the client experience, communication, and expectations from preparing for the Home Owner Walk Through until the first 30 days of warranty coverage has ended

* Work with Superintendents to ensure the homes are ready for orientation and meet Holts quality standards

* Travel to client homes for inspections and repairs with provided company vehicle

* Conduct visual inspections of warranty issues and document each item with notes and photographs

* Ensure that root causes of issues are being identified, documented, and reported

* Conduct homeowner walkthroughs and homeowner sign offs, and communicate with homeowners to ensure a thorough understanding of proper warranty coverage expectations

* Address post-possession homeowner concerns for the first 30 days of warranty coverage

* Ensure quality standards are being met on all warranty repairs completed by our trade partners

* Operate a variety of small hand and power tools for hands-on repairs where needed

* Responsible for tracking, responding to, and completing homeowner warranty requests

* Schedule repair services with appropriate trade partners

* Practice fiscal responsibility at all times while dealing with trade partners and warranty repairs

* Maintain a safe work site by implementing safety requirements and good housekeeping regulations, enforcing safe work habits, observing OSHA requirements and any state level agencies regulations

* Perform other duties as needed or required

Work Environment:

* Regularly uses a computer and iPad with repeated movements to enter data, differentiate between colors, shades and brightness, and read from a screen for extended period s of time

* Regularly standing, crawling, bending, or stooping, and often handling heavy objects

* Interacts with homeowners, trade partners, Superintendents, and Customer Care Department

* Works remotely 0% of the time

For more than three decades, Holt Homes has built new construction homes for families in Oregon and Southwest Washington. The quality and experience of our people, the ease and efficiency of our approach, and the livability of our communities have worked hand-in-hand to make Holt Homes the largest privately-owned home builder in the region.

We are proud to offer a well-rounded and generous benefits package including: 100% employer paid benefits with subsidies for families, a 4.5% company 401k contribution and profit sharing, bonuses based on individual and company performance, flexible schedules, options for working from home, wellness reimbursements, a robust Employee Assistance Program, 11 paid holidays, team and company events throughout the year, and many more.