Customer Care Technician

• Conducts pre-delivery inspections of new home to ensure chosen options have been installed all appliances and equipment are operating as designed and identify any discrepancies.
• Conducts Home Orientation with new homeowners to explain warranty terms and conditions how to use appliances and equipment the features of the new home and to identify any needed corrections.
  • Assess home for repairs and maintenance. This potentially can require climbing ladders for roof inspections stooping for appliance inspections and carrying of tools.
• Responds to homeowner service calls reviews proper maintenance if necessary identifies repair items completes necessary paperwork to identify needed repairs handles repairs independently when appropriate/feasible and/or distributes documents to appropriate trade partners to request repairs to be completed.
• Answer customers phone/email inquiries and document homeowner concerns with the completion of necessary paperwork.
• Coordinates subcontractor appointments for homeowners.
• Responds to emergency calls following the emergency protocols.
• May need to attend the monthly GV 101 evening meetings to inform homeowners of company procedures warranties and home maintenance.
• Offers recommendations for enhancing current departmental procedures and contributes innovative ideas to drive continuous improvement.
• Maintains open lines of communication with other Customer Care Representatives to ensure all homeowner concerns and construction problems are identified and repairs or concerns are followed through.
• Manages complex issues that arise with customers during and after the construction of the new home.
• Notifies respective project Superintendents of repair items.
• Works closely with the quality sales production and design departments; and
• Help identify product issues/malfunctions.
• Manages minor service repairs and home maintenance as needed.

• None

• This job operates both in the field and in a professional office environment. While in the office this position will utilize standard office equipment such as computers phones photocopies filing cabinets and fax machines. While operating in the field the position routinely uses a vehicle to transport between construction sites and clients properties for homeowner orientation and service calls with exposure to various environmental conditions.

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
• The employee is frequently required to sit; use hands and fingers to handle office equipment. The employee is required to stoop kneel climb or crouch while performing home maintenance tasks. The employee must occasionally lift and/or move up to fifty pounds.
• Position Type/Expected Hours of Work:
• This is a full-time at-will position and work hours are typically Monday through Friday 8:00 a.m. to 5:00 p.m. Occasional evening weekend and holiday work will be required as department needs demand. Will require work on weekends holidays and after hours as needed on a rotational on call schedule.

• Travel is primarily local within the city of Fresno and Clovis with some travel to Shaver Lake (Sunrock Community) and Millerton Lake (Ventana Hills Community). Requires the use of personal vehicle to travel to construction sites and/or clients homes for service calls.

• Valid California Drivers License

• Must be eligible to work in the United States

• High School Diploma or GED.
• Two years of experience in a customer service capacity preferred.
• Two years of construction industry experience preferred.
• Experience as an assistant superintendent role or equivalent is preferred.
• Must be available on weekends after hours and holiday as needed and for rotational on call standby schedule.
• The ability to work with current forms of technology such as the operation of iPad Desktop Computer and software (Microsoft Outlook Word and Excel etc.)
• A valid California drivers license and auto insurance.

Required Experience:

IC