Customer Care Representative

Reports to: Customer Care Manager

Summary: As a Customer Care Representative (CCR), you will be responsible for providing excellent customer service to all Medallion Home Homeowners by working closely with the homeowners to ensure the luxury homebuying experience continues after move-in through timely resolution.

Position: Full Time, Exempt

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RESPONSIBILITES:

• Follow and acquire a full understanding and knowledge of the Medallion Home Customer Care Program procedures and guidelines to resolve Homeowner Service Requests all while demonstrating a high level of customer service and professionalism.
• Complete all standard and escalated customer service requests promptly and accurately by providing documentation and follow up to ensure closure on every Homeowner Service Request within given timeframe.
• Address new and current homeowner's concerns demonstrating a high level of knowledge and customer satisfaction in a prompt, courteous manner relating to Homeowner Service Request items that need repair within the Medallion Customer Care Program through phone, email and in person communication.
• Perform inspections of all Homeowner Service Requests submitted by homeowners by visiting the homeowner to access the situation and to ensure the validity of the service requested.
• Coordinate and schedule Vendor/ Trade Partners and subcontractors through construction software program to perform the necessary service repairs in the homeowner’s home. Communicate and follow up with Vendor/ Trade Partners and subcontractors to ensure repair(s) is completed correctly in a timely manner and to the homeowner’s satisfaction.
• Build strong, positive relationships, act as the primary contact and maintain appropriate and regular communication with homeowners and Vendor / Trade Partners and Subcontractors.
• Perform other duties as assigned.

All employees will support the organization's mission and visions of, “You can have it all”, “Attention to Detail”, “Our Reputation” and “Our Home, Your Way”. These philosophy’s have developed a Home Building company that truly gives the Buyer an experience unmatched by others.

PHYSICAL REQUIREMENTS:

• The ability to frequently lift and/or move up to 50 pounds regularly.
• The ability to sit, stand or move around for long periods of time.
• The ability to continuously walking, standing and moving about.
• The ability to move safely over uneven terrain.
• Ability to work in outdoor weather conditions on a regular basis.
• Driving to and from locations.

Job descriptions are not intended as, nor should be construed to be, exhaustive lists of all responsibilities, skills, efforts, or working conditions associated with a job.  They are intended to be accurate reflections of those principal job duties and responsibilities essential for making fair pay decisions about the job.