Customer Care/Warranty Representative

Drees Company; Cleveland (OH); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Bonus potential

Profit sharing

401(k) plans

Comprehensive benefits

Job summary

Drees Homes in Cleveland is seeking a Customer Care/Warranty Representative to proactively resolve issues after closing and during service orders in assigned communities. You will complete warranty requests, follow up with vendors, evaluate complaints, conduct 90-day appointments, keep systems up to date, and suggest process improvements.

Excellent hourly rate, bonus potential, and a comprehensive benefits package are offered.

Qualifications

• Must have a High School Diploma.
• Experience in residential home construction or warranty work preferred.
• 3–5 years of residential home experience ideal.
• Excellent communication and problem-solving skills.
• Must have reliable transportation.

Responsibilities

• Complete assigned warranty service requests within the guidelines of company policy.
• Follow up on warranty requests with vendors/contractors to ensure prompt service to the customer.
• Evaluate all customer complaints and report solutions.
• Conduct 90 day appointments and service as needed for the remainder of the year.
• Keep the customer care system up-to-date and accurate.
• Recommend changes that will improve processes.
• Monitor and respond to email and voice mail messages daily.
• Comply with the "Warranty On Call" procedure.

Skills

Stress management

Communication skills

Residential construction

Basic computer skills

Self-motivation

Customer focus

Punch-out skills

Problem solving

Reliable transportation

Education

High School Diploma

Construction degree a plus

Job description

Drees Homes is a family-owned home builder with a passion for making custom homes easy. For over 95 years, we've cared for our employees and customers— earning recognition as the 18th largest privately owned builder in the country and building a culture of long-tenured employees.

We are proud to be a five-time U.S. Best Managed Company (2022–2026), a distinction sponsored by Deloitte Private and The Wall Street Journal, and to be Great Place to Work® certified for the past four years.

Enrich your career at a company that values integrity, excellence, opportunity, stability, and success.

Headquartered in Fort Mitchell, Kentucky, Drees operates in twelve metropolitan areas: Greater Cincinnati (including Northern Kentucky), Cleveland, and Columbus, Ohio; Austin, Dallas, Houston, and San Antonio, Texas; Indianapolis, Indiana; Jacksonville, Florida; Nashville, Tennessee; Raleigh, North Carolina; and Washington, D.C.

Responsibilities/Qualifications

Drees Homes is seeking candidates for the position of Customer Care/Warranty Representative in the Cleveland area and surrounding areas. In this position you will be responsible for pro-actively solving customer issues in assigned communities after the closing of the home and completion of all assigned work orders.

Duties And Responsibilities

• Complete assigned warranty service requests within the guidelines of company policy
• Follow up on all warranty requests to vendors/contractors to ensure prompt service to the customer
• Evaluate all customer complaints and report solutions
• Conduct 90 day appointments and service as needed basis for the remainder of the year
• Keep the customer care system up-to-date and accurate
• Recommend changes that will improve processes
• Monitor and respond to email and voice mail messages daily
• Comply with the "Warranty On Call" procedure

Desired Knowledge And Skills

• Ability to diplomatically and effectively handle stressful customer situations, including conflict resolution
• Excellent verbal and written communication skills with internal and external customers
• General knowledge of residential construction and the homebuilding process
• Must have basic computer skills, experience using an iPad preferred
• Self-driven and able to work independently
• Customer oriented, outgoing, dependable & ethical
• Punch-out skills, hands on repair skills - paint, drywall, carpentry, etc. helpful
• Problem solving abilities with excellent follow-up skills

Must have reliable transportation

Must have a High School Diploma

Construction or other related college degree a plus

3-5 years Residential Home Experience ideal

The typical schedule of this position will be Monday – Friday 8 AM to 5 PM, plus additional hours as necessary.

Excellent hourly rate, bonus potential, plus a comprehensive benefit package including profit sharing & 401(k) plans.

Summary

Excellent salary and bonus potential.

Join a special team that works together to make Drees a successful company and a rewarding place to work!