A Customer Care Specialist plays a key role in delivering a great homeowner experience by addressing warranty items, resolving concerns, and ensuring quality after move-in. With a mix of technical skills and customer service, you will help build trust and satisfaction after the home is sold. Daily communication with Tim O’Brien Homes homeowners and Trade Partners will be necessary for this position. The majority of the working hours will be spent in meetings with Tim O'Brien Homeowners and performing minor repairs at their home.
- Participate as an active member of the Production Team by supporting all company initiatives, attending all department meetings, and providing constructive insight to the Customer Care Manager
- Communicate any recurring warranty issues to the Customer Care Manager and provide insight on possible plan changes to resolve issues
- Ensure customer satisfaction by working to deliver quality warranty services on a timely basis, according to company policies and procedures
- Maintain a top-rated customer service attitude
- Thoroughly understand all sections and components of the Tim O’Brien Homes Warranty Program and all vendor warranty programs
- Ensure that all customer communications occur in a timely and professional manner
- Develop a professional and ethical relationship with TOH vendors, enforcing Vendor Scope of Work requirements
- Ensure all Warranty work is completed and signed off by the homeowner within 30 days of warranty review, with the ultimate goal being completion within 21 days. All Emergency Warranty requests must be reviewed within 24 hours and completed within 48 hours
- Schedule all Warranty repair day appointments on the same day as the 60-day or 11-month review to minimize disruptions to the homeowner
Core Competencies/Required Skills and Abilities:
- Excellent verbal and written communication and interpersonal skills
- Ability to work independently and with a team
- Ability to independently make accurate, timely decisions
- Ability to read and interpret detailed construction blueprints, job specifications, and detailed development drawings
- Basic technology skills require the proficient use of a PC and a mobile smartphone
- Knowledge of Microsoft Windows and Outlook (email) is required, with the ability to learn web-based residential construction management systems
Required Experience/Education:
- Experience in a New Homebuilding Environment
- High School Diploma or equivalent experience
- Some college education is preferred
Other Requirements (e.g., Travel, Physical Demands):
- Daily travel required
- Must possess a valid driver’s license
- Employees must be able to navigate uneven terrain and stairs and have the ability to stand for a prolonged period of time (4-6 Hours)
- The employee must be able to lift a maximum of 50 lbs to chest height
Join the Team at Tim O'Brien Homes, a 2024 and 2025 Top Workplace Award Winner! As Wisconsin's leading high-performance homebuilder, Tim O'Brien Homes constructs single-family homes in Madison and Milwaukee with a focus on positively impacting lives.
Our dedicated team not only forges genuine connections with homeowners to create their dream homes but also understands the importance of trust and communication. By offering exceptional customer service and top-quality homes, Tim O'Brien Homes has established itself as the go-to homebuilder for an extraordinary experience.
Tim O'Brien Homes has received the Housing Innovation Award from the U.S. Department of Energy for six consecutive years, recognizing leadership in energy efficiency and indoor air quality. This focus has earned us a ranking among the top 1% of builders nationwide, certified by the U.S. Department of Energy.
We care about our team! Benefits available: Health, Dental, 401(k), PTO, and much more!
- All Jobs
- Jobs in Wisconsin
- Tim O'Brien Homes LLC
- Customer Service Warranty Representative