Customer Care Representative

Pahlisch Homes, Inc.; Portland (OR); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

15% bonus potential

Job summary

Pahlisch Homes, Inc. in Canby, OR is seeking a Customer Care Representative to manage and coordinate new construction warranty claims. You will provide outstanding service to homeowners, perform inspections, and work with Trade Partners for timely warranty resolutions.

The role requires strong communication, willingness to travel within the Portland metro area, and the ability to balance multiple warranty tasks with a customer-first approach. A bonus opportunity is available.

Qualifications

• Bachelor’s Degree or equivalent years of related experience.
• 4+ years of customer service experience.
• 2+ years of construction field experience preferred.
• Warranty experience preferred.
• General knowledge of the residential building industry.
• Intermediate MS Office skills.

Responsibilities

• Be a trusted resource for scheduling appointments with homeowners and perform onsite home inspections within the warranty.
• Evaluate warranty requests and determine needs with professionalism.
• Perform minor home repairs, adjustments, and modifications.
• Display empathy while providing superior customer service on the phone, in person and via email.
• Respond to customer phone calls and emails in a timely and professional manner.
• Organize homeowner paperwork and one year warranty files.
• Follow up on one-year warranty meetings.
• Coordinate work orders with Trade Partners and/or manufacturers.
• Daily tasks include quality control inspections and warranty claim assessments.
• Attend company, department, region, and community meetings.

Skills

Customer service

Communication

Problem solving

Education

Bachelor’s Degree or equivalent years of related experience

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Customer Care Representative (*Canby, OR) - Full-Time

Purpose:

The reason the job exists

The Customer Care Representativeis responsible for managing, coordinating and controlling new construction warranty claims in designated communities. This role will provide superior customer service and be a trusted resource for homeowners, ensuring the company’s quality standards while continually exceedingcustomer’sexpectations

Attributes:

These behaviors/traits reflect our core values and must be consistently evidenced in our team:

• Intentional
• Servant’s Heart

Responsibilities:

Reasonableaccommodationsmay be made to enable individuals withcommunicateddisabilities to perform these essential functions.

• Be a trusted resource for scheduling appointments with homeowners and perform onsite home inspections within the warranty
• Evaluate warrantyrequestsanddetermineneeds with the utmost professionalism
• Perform minor home repairs, adjustments, and modifications
• Basic familiarity with reading and assessing blueprints
• Display empathy while providing superior customer service on the phone, in person and via email
• Respond to customer phone calls & emails in a timely and professional manner
• Organize homeowner paperwork & one year warranty files
• Follow-up onone-yearwarranty meetings
• Work with internal and external departments to ensure homes are ready for new home demonstrationmeetingsand that warranty claims are completed in a quality andtimelymanner.
• Communicate and coordinate work orders with Trade Partners and/or manufacturers
• Daily tasks include quality control inspections, warranty claim assessments, defect causes, & construction troubleshooting
• Verify completion of Trade Partner workmanship and accurately documents completion
• Assist Customer Care Team with scheduling, Trade base warranty follow-up, data-entry, filing & product/warranty research
• Manage, followupand track trade partner “open tickets” and coordinate scheduling
• Attendcompany, department, region, and community meetings
• Conduct in-depth homepresentationswith newhomeownersbefore closing
• Perform other related duties as assigned
• Successfully manage an active service load of 30+ open items with aging of open items ≤ 18 days.
• Efficiently complete one or more New Home Delivery (NHD) meetings per day, including preparation and follow-up.
• Other duties as assigned

Requirements

• Bachelor’s Degree or equivalent years of related experience
• 4+ years of customer service experiencerequired
• 2+ years of construction field experience preferred
• Warranty experience preferred
• General knowledge of the residential building industry and the ability to use general building tools and equipment
• Intermediate/Advanced knowledge of Microsoft Suite Products (Outlook, Word, Excel)
• Ability to work extended hours as neededto meet with homeowners
• Ability to navigate new home attics and crawlspaces

Competencies

• Taking Responsibility: Completing tasks without being prompted; working constructively with others to complete projects; and exercising initiative beyond just the scope of a job description. Creating a fullworkloadby seeking new tasks and initiatives during slow times.
• Communication: The ability to interact and exchange information effectively with others; keeping stakeholders informed ofimportant informationin a timely mannerand engaging in meaningful dialogue that results in greater clarity.
• Individual Development: Taking ownership over developing holistically as a person: mentally, socially, spiritually, emotionally, &/or physically…enhances balance and improves the workplace experience.
• Embracing a Growth Mentality: Believing abilities/skills can be developed through effort, learning, and persistence. Challenges, mistakes, and feedback become opportunities to improve, not signs of failure. This mindset builds resilience, creativity, and success by focusing on improving yourself rather than proving yourself.

Role requires frequent travel within the Portland metro area (company vehicle provided)

Role is eligible for a 15% bonus opportunity