Customer Service Representative, AZ

Optima, Inc.; Scottsdale (AZ); On-site; USD 52,000 - 76,000; Full time

Benefits offered by this job

401k match

Paid parental leave

Paid time off

Company-paid medical plan

Diversity & inclusion

Job summary

Optima, Inc. in Scottsdale seeks a Customer Experience Specialist who will manage the experience for new condo owners.

You will greet homeowners, coordinate with subcontractors and property management, and ensure questions are answered while guiding inspections and repairs. This role requires attention to detail, proactive communication, and the ability to work cross-functionally with architects, project managers, and owners to meet Optima's customer satisfaction goals.

Qualifications

• 3–5 years hands-on experience in construction trades, building maintenance, or property management.
• Independent and self-directed with minimal supervision.
• Strong verbal and written communication and interpersonal skills.
• Ability to anticipate and proactively resolve issues.
• Detail-oriented in a fast-paced environment.

Responsibilities

• Educate unit owners on home functionality and service requirements.
• Schedule and conduct new home orientations and warranty requests.
• Coordinate inspections and warranty work, possibly after hours.
• Review and resolve warranty claims with subcontractors and the construction team.
• Organize homeowner closing materials, use and care guides, and reports.
• Be available for emergency calls 24/7.
• Develop and maintain professional contacts/resources.
• Interface with architects, project managers, superintendents, property managers and owners.
• Assist with Finish Punch Lists on the construction side.

Skills

Customer service

Communication

Problem solving

Attention to detail

MS Office

Conasys

Procore

Tools

Conasys

Procore

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