Customer Care/Warranty Representative

The Drees Company; Fort Mitchell (KY); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Bonus potential

Profit sharing

401(k) plan

Job summary

Drees Homes, a family-owned home builder, is seeking a Customer Care/Warranty Representative for its Townhomes Division. The role focuses on proactively solving customer issues after closing and completing work orders across assigned communities.

Responsibilities include handling warranty requests, coordinating with vendors, and maintaining accurate records. Requires 3–5 years in residential home experience, strong communication, and basic computer skills; schedule is Monday–Friday, 8 AM to 5

Qualifications

• Excellent verbal and written communication with internal and external customers.
• Ability to diplomatically handle stressful customer situations.
• General knowledge of residential construction and homebuilding processes.
• 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 and basic repair abilities helpful.
• Problem-solving with strong follow-up.
• Must have reliable transportation.
• High School Diploma required.
• Construction-related degree is a plus.
• 3-5 years residential home experience preferred.

Responsibilities

• Complete assigned warranty service requests within policy guidelines.
• Follow up with vendors/contractors to ensure prompt service.
• Evaluate customer complaints and report solutions.
• Conduct 90-day appointments as needed for remainder of year.
• Keep the customer care system up-to-date and accurate.
• Recommend process improvements to enhance efficiency.
• Monitor and respond to emails and voicemails daily.
• Adhere to Warranty On Call procedures.

Skills

Customer service

Conflict resolution

Verbal communication

Written communication

Education

High School Diploma

Construction-related degree preferred

Tools

iPad

Job description

Overview

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 our Townhomes Division. 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
• Excellentverbal and written communication skills with internal and external customers
• Generalknowledge of residentialconstruction 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-outskills, 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!