Customer Care Rep

Hakes Brothers; Texas; On-site; USD 40,000 - 56,000; Full time

Job summary

Hakes Brothers is hiring a Customer Care Rep in El Paso, TX. The role centers on delivering outstanding customer service, managing warranty requests and coordinating with trade contractors to ensure timely, quality service.

The ideal candidate has at least two years in customer service with warranty experience, owns a vehicle, and holds a valid driver’s license and insurance. This is a full-time, on-site position with room to grow within a growing homebuilder.

Qualifications

• Minimum 2 years in customer service and warranty.
• Must own or have access to a vehicle for daily work.
• Valid driver’s license and auto liability insurance.
• Ability to communicate clearly with diverse customers.

Responsibilities

• Build and nurture strong relationships with customers.
• Conduct New Home Orientations (NHOs) with customers.
• Perform thorough warranty-related checks and post-close service.
• Manage warranty service orders and ensure deadlines are met.
• Coordinate with trade contractors and manage budget for warranty items.
• Ensure quality workmanship and safe work practices on site.

Skills

Customer service

Warranty experience

Communication

Problem solving

Time management

Organizational skills

Conflict resolution

Education

High School diploma or GED

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Care Rep

Customer Service Full Time El Paso, TX, US

2 days ago Requisition ID: 1185

Why Hakes Brothers? Hakes Brothers was founded in Las Cruces, New Mexico in 2006 by brothers who brought their building skills together to raise the bar for new home construction. Today we’re the largest homebuilder based in New Mexico. We’ve helped more than 7,000 families into new homes across New Mexico, Texas, and Kansas City. Our team is driven by a commitment to customer service, quality construction, and delivering real value in homeownership, and we work hard to earn our homeowners’ highest recommendation. We reward the people who make it happen, eligible team members can take part in our annual/quarterly bonus plans, which recognize individual and company performance. Our benefits package also includes medical, dental, and vision coverage, a 401(k) with company match and profit sharing, paid time off and holidays, and there’s room to grow with a company that’s still expanding. If you want to build something meaningful, we’d love to have you on our team.

Customer Care Representative Expectations and Commitments

To consistently achieve individual goals specific to completing service orders within 14 days, warranty spend and Avid survey results, while delivering outstanding customer service throughout the entire Customer Journey. The CCR is responsible to attend the New Home Orientation and ensure that we are delivering a 100% Clean and Complete Home with zero open items; an in-person 14-day and a 11-month post close visit, and ensure all trade partners are abiding to the Hakes Brothers Safety and Health Program.

Duties include

• Establishing and carefully nurturing a quality relationship with each Hakes Brothers' customer.
• Performing New Home Orientations (NHOs) with customers.
• Performing thorough quality checks on each completed field model.
• Providing quick, professional and quality service for post-closing warranty requests.
• Managing appointments with the customer and the trade contractors.
• Managing ALL service orders , ensuring they are completed within the deadline.
• Taking full responsibility to manage and control the warranty budget.
• Conducting in-person warranty assessments.
• Determining if requested service items are covered or not covered by warranty and communicating tactfully with the customer.
• Determining trade contractor accountability for back charges and POs.
• Creatively solving problems.
• Dealing effectively with difficult customers.
• Scoring well on the Customer Satisfaction Survey - Outstanding Service and Attitude = Great Survey.
• Proactively looking for ways to help control / reduce construction costs and trade contractor mistakes and determining appropriate solutions.
• Holding trade contractors and superintendents accountable for quality workmanship.
• Treating every customer in a friendly and professional manner.
• Helping accomplish whatever task is at-hand, ensuring Hakes Brothers continues to be an industry leader.
• Being a leader, an example to others, a top performer.
• Being a positive voice for the company.
• Always look, dress and speak professionally.
• Other duties as assigned

Education

• Required: High School diploma or GED

Experience

• Required: At least two years' customer service and warranty experience or equivalent
• Required: Must own or have access to vehicle for daily work
• Required: Valid driver's license and auto liability insurance

Skills / Abilities

• Strong customer service orientation and ability to adapt/respond to different personality types
• Strong emphasis on quality of service and follow up
• Analytical ability necessary to perform root cause analysis
• Excellent management and supervisory skills
• Excellent communicatin and listening skills
• Extensive knowledge of customer service procedures and principles
• Organized with attention to detail
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor
• Basic construction skills and knowledge
• Ability to manage high volume of warranty / customer service orders
• Basic computer skills
• Cost management

Physical Requirements

• Prolonged periods sitting at a desk and working on a computer
• Must be able to access and navigate all areas of the construction site in all types of weather
• Must be able to lift up to 40 pounds at times
• Must be able to climb ladders, scaffolding and other means to reach and observe all areas of home
• Ability to work in various weather conditions - heat, rain, cold, etc.