Customer Care Representative

Pahlisch Homes Inc.; Richland (WA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

15% bonus opportunity

Job summary

Pahlisch Homes Inc. seeks a Customer Care Representative to support Tri-Cities homeowners with warranty-related service.

You will schedule appointments, perform on-site inspections, and assess warranty requests while maintaining professionalism across phone, email and in-person interactions. The role requires multi-tasking across internal teams, documenting processes, and coordinating with trade partners to ensure timely resolutions.

Qualifications

• Bachelor's Degree or equivalent years of related experience.
• 4+ years of customer service experience required.
• 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)
• Must possess a valid driver's license.
• Ability to work extended hours as needed to meet with homeowners.

Responsibilities

• Be a trusted resource for homeowners and schedule appointments.
• Perform onsite home inspections within the warranty period.
• Evaluate warranty requests and determine needs professionally.
• Perform minor home repairs, adjustments, and modifications.
• Read and assess blueprints at a basic level.
• Display empathy while providing superior customer service on the phone, in person and via email.
• Coordinate with Trade Partners and manufacturers to verify work order completion and scheduling.
• Conduct quality control inspections and warranty claim assessments.
• Assist with data-entry, filing and warranty research.
• Manage open warranty items and ensure aging is controlled.

Skills

Customer service

Communication

Construction knowledge

MS Office

Driver's license

Education

Bachelor's degree or equivalent experience

Tools

Microsoft Excel

Microsoft Word

Outlook

Job description

Customer Care Representative (*Tri-Cities, WA)
Full-Time

Purpose

The reason the job exists

Attributes

These behaviors/traits reflect our core valuesand must be consistently evidenced in our team

• Intentional
• Servant's Heart
• Innovative Spirit

Responsibilities

The essential actions requiredofthe job

• Reasonableaccommodationsmay be made to enable individuals withcommunicateddisabilities to perform these essential functions
• Be a trusted resource for homeowners
  • Schedule appointments with homeowners and perform onsite home inspections within the warranty
  • Evaluate warranty requests and determine needs 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
  • Maintain professionalism in difficult customer interactions.
  • Respond to phone calls & emails for warranty customer care
  • Organize homeowner paperwork & one year warranty files
  • Follow up on one-year warranty meetings
• Work with internal and external departments to ensure homes are ready for new NHD meetings and that warranty claims are completed in a quality and timely manner.
  • 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 Homeowner Care Team with scheduling, Trade base warranty follow-up, data-entry, filing & product/warranty research
  • Manage, follow up and track trade partner "open tickets" and coordinate scheduling
  • Attend company, department, region, and community meetings
  • Conduct in-depth home presentations with new homeowners before 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 experience required
• 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)
• Must possess a valid driver's license
• Ability to work extended hours as neededto meet with homeowners

Competencies

The generic skillsrequiredto succeed atPahlisch

• 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 Tri-Cities area (company vehicle provided)

Role is eligible for a 15% bonus opportunity