Customer Care Representative - Ashton Woods

Ashton Woods is more than just a home builder. From the sale of our first home in 1989 to recently being named Builder of the Year by Builder Magazine, our focus has always been on blazing new trails and pushing the boundaries of what is possible in homebuilding. Ashton Woods, the #1 private home builder in the United States, markets its homes through its two award-winning brands, Ashton Woods and Starlight Homes. The Ashton Woods brand is known for designing thoughtfully curated, inspired homes for people who love design. The Starlight Homes brand builds homes specifically for first-time homebuyers, offering affordable homes with well-executed designs and quality finishes for buyers looking to make the dream of home ownership a reality. The company’s commitment to innovation and continually evolving to meet the needs of the market is a key reason we are one of the most celebrated homebuilders in the nation, winning hundreds of national and local industry awards in product and community design, architecture, merchandising, sales, marketing, and customer service. We believe that what we accomplish together is greater than what we deliver individually. Our team members have inspired the shared values we embrace in all decisions and actions: Unwavering Integrity, Trail Blazing, Bold Action, Collective Compassion, and Unconditional Respect.

Headquartered in Atlanta, Georgia, Ashton Woods sells new homes in Atlanta, Austin, Charleston, Dallas, Houston, Myrtle Beach, Nashville, Orlando, Phoenix, Raleigh, San Antonio, and Tampa.

Position Overview:

The Customer Care/Warranty Representative is responsible for all customers care functions with homeowners and vendors. Works in the field directly with homeowners and makes needed warranty decisions. Manages all Customer Care Coordinators in the division and directs their work to satisfy all needed warranty and customer care obligations.

Duties and Responsibilities: (Including but not limited to)

• Manage customer care program in a manner which is consistent with construction practices and budgetary constraints resulting in satisfied AWH homeowners

• Analyze trends in service work, warranty obligations in order to identify root causes of errors and possible solutions

• Develop and implement procedures and programs which correct root causes of warranty obligations

• Receive customer care requests, evaluate them, and respond appropriately with either repair work or sound explanation to homeowners regarding why repair work is outside the scope of AWH warranty program

• Develop and implement a service work scheduling process which results in timely completion of needed warranty work

• Responsible for managing the workflow and quality of service rendered by the Customer Care Coordinators. Serves as mentor to those coordinators delivers timely reviews and any needed disciplinary action

• Interviews and hires Customer Care Coordinators as needed to fulfill the needs of AWH’s Customer Care program

• Maintain an effective working relationship with subcontractors

• Develop and implement a process which allows service trends to be analyzed, root causes identified, and appropriate corrections made

• Cross train with Construction staff as appropriate

• Interface with customers in a way which results in highly satisfied homeowners

• May function as AWH’s primary representative at assigned sites

• Oral and written communications both internally and externally

• Responsible to ensure that all service issues are resolved to homeowners’ satisfaction in the most cost-effective method

• Analyze all warranty situations and make decisions promptly regarding solutions

• Other duties as assigned by Manager

Qualifications:

• Bachelor’s Degree with emphasis in Construction Management or similar degree preferred or equivalent years of direct, on-site construction or warranty service experience with production builder

• High School diploma or equivalency required

• A valid driver’s license and valid insurance for any motor vehicle used to provide transportation as required by the position

Skills and Knowledge:

• Knowledge of Construction Standards and Methods

• Conflict resolution skills

• Computer literacy, proficiency with Outlook, excel, Word, Power Point, and ability to learn new programs as needed

• Ability to review, analyze and interpret information as well as trouble-shoot to solve problems

• Knowledge of business English and ability to communicate patiently and professionally with both internal and external customers both orally and in writing

• Professionalism in both appearance and behavior required for working directly with homeowners

Experience:

• Minimum of one-year direct experience in production building or warranty service

• Construction or building industry experience mandatory

• A minimum of 3 years Subcontractor Management experience

Typical Physical and Mental Demands:

• Must be able to read, write, and speak fluently in English. Spanish language skills are helpful

• Employees in the position are required to be able to hear and have vision sufficient to utilize all office equipment

• Ability to walk, bend, crouch required in order to inspect areas that may require warranty service. Sanding for extend periods of time may be required

• Use of hands and fingers is required to utilize standard office equipment

• Requires occasional lifting up to 30 pounds

• These physical requirements are representative of those required to successfully perform the essential functions of this position. Reasonable accommodation will be made to enable individuals with disabilities to perform these functions if requested.

Working Conditions:

Work conditions vary in this position from a standard office environment to homes and construction sites. Work requires travel to off-site locations including the homes of our customers. Transportation is required; Safety concerns include dangers while driving.