Customer Service Representative, AZ

Optima, Inc; Scottsdale (AZ); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401k match

Paid parental leave

Paid time off

Medical plan

Job summary

Optima, Inc. is seeking a Customer Experience Specialist to welcome new homeowners in Scottsdale condominiums, coordinate inspections and warranty work, and resolve questions and claims.

The role requires meticulous attention to detail and strong cross-functional collaboration with owners, subcontractors, property management and Optima staff. You will educate owners on home functionality, manage 30‑day and 11‑month warranty requests, and ensure timely completion of inspections and repairs while

Qualifications

• 3–5 years hands-on experience in construction trades, property management, or building maintenance.
• Strong written and verbal communication skills.
• Ability to work cross-functionally with homeowners, subcontractors, and staff.

Responsibilities

• Educate unit owners regarding functionality and service requirements of their home, including appliances, plumbing, HVAC, and common areas.
• Schedule and conduct new home orientations as well as 30 day and 11 month warranty requests.
• Coordinate inspections and warranty work, including after-hours or weekend follow-ups as needed.
• Review and resolve warranty claims with subcontractors and the construction team.
• Oversee organization of homeowner closing materials, use and care guides, and related reports.
• Be available and responsive to emergency calls 24/7.
• Develop and maintain professional contacts/resources.
• Interface with architects, project managers, superintendents, property managers and owners to support Optima’s objectives.
• Assist Finish Punch Lists on construction side as needed.

Skills

Customer service

Communication

Time management

Detail-oriented

Problem solving

MS Office

Conasys

Procore

Tools

Conasys

Procore

MS Office

Job description

This position will be responsible for managing the customer experience for new owners in Optima’s condominiums. A significant aspect of this role is to work proactively with internal and external resources in person or on the phone, including the condo owners, subcontractors, property management and Optima employees to welcome new homeowners, conduct inspections and orientations, answer questions, schedule repairs, and resolve claims. This individual must exhibit attention to detail and be able to work cross functionally to achieve Optima’s specific and overall customer satisfaction goals.

About Optima

Optima is a design-driven real estate development firm rooted in the modernist tradition with offices in Illinois and Arizona. For 48 years, Optima has been developing, designing, building and managing striking urban and suburban luxury residential communities. From the beginning, we aimed to reinvent housing by integrating all the functions involved in new construction within one company. We control and execute every aspect of the process in-house – development, architecture, construction, sales and management – for a dynamic system that offers greater focus and fluidity. We are committed to delivering extraordinary living through design, innovation, sustainability and customer focused management.

What You'll Do

• Educate unit owners regarding the functionality and service requirements of their home, including but not limited to appliances, plumbing, HVAC and the common areas
• Schedule and conduct new home orientations as well as 30 day and 11 month warranty requests
• Apply proper time and process management skills for scheduling inspections and warranty work, which may require contacting owners after hours/weekends.
• Review and resolve warranty claims in a timely manner including coordination with subcontractors and the construction team
• Oversee organization of homeowner closing materials, use and care guides and other file management and reports.
• Be available and responsive to emergency calls 24/7.
• Develop and maintain applicable professional contacts/resources.
• Contribute to a collegial atmosphere and support the Company’s objectives by interfacing with architects, project managers, superintendents, property managers and the owners of Optima.
• Work on the construction side as needed to assist with Finish Punch Lists.

What You'll Need

• Minimum 3-5 years hands-on experience working with construction trades, laborers, building maintenance or property management.
• Aptitude to exercise sound judgment, be independent and work in a self-directed manner at all times with little supervision.
• Strong communication (verbal and written) and interpersonal skills that incorporate professionalism.
• Ability to anticipate and resolve issues/problems on a proactive basis.
• Detail-oriented, yet flexible, in a fast-paced, dynamic environment with changing priorities;
• Strong work ethic with the highest degree of honesty and integrity.
• Computer Proficiency in MS Office, (Conasys & Procore preferred, but not required)

Benefits and Perks

• Competitive benefits and great perks make a huge difference; we get that, so you’ll get them too. Team Members receive a competitive 401k match, paid parental leave, paid time off, and a 100% company paid medical plan option. At Optima, we believe benefits should be meaningful and a part of what makes us great!
• Come as you are! At Optima we celebrate diversity and are committed to creating an inclusive environment for all team members. Optima evaluates qualified applicants without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status or other legally-protected characteristics