Customer Care Manager

Building Talent, LLC - Sunnyvale, CA

  • Pre-walk homesites to provide punchlist for construction to delivery of home to customer; provide quality control of finished product
  • Conduct homeowner walk-throughs, acquainting homeowner with operation of appliances, heating/cooling systems, maintenance of home, etc
  • Coordinate with the Construction Department staff and trade partners in the completion of walk-through repairs within five (5) days
  • Schedule and supervise trade partner repairs in homes after delivery to homeowner
  • Respond and make contact to service claims via the Regional Operating Center or the division within 48 hours of receipt
  • Set inspection of service claim within seven (7) days of receipt
  • Set work appointment with trades to make needed repairs within 10 days
  • Complete the agreed upon warranty items for the customer in one visit to the home 80% percent of the time on the initial work appointment
  • Schedule inspections with homeowners, assess routine warranty claims and follow through to completion all service requests within 23 days
  • Maintain positive homeowner relations, provide homeowner with knowledgeable, timely and professional service
  • Evaluate trade partner and product performance. Provide ongoing information to Customer Care Manager as it relates to quality of workmanship and materials
  • Participate in emergency on call rotation service schedule
  • Work with Customer Care Manager on special projects or Division President as needed
  • Participate and attend department meetings
  • Keep accurate service request logs and documentation of all work performed
  • Perform all other duties as assigned
  • Manage all Customer Care Reps




  • Four (4) years customer relations experience, construction field preferred
  • High school diploma or GED preferred, but will accept equivalent work experience
  • Valid driver’s license
  • Maintain regular attendance and punctuality relative to daily work schedule is required
  • Excellent communication skills, verbal and written
  • Basic skills in Microsoft Office
  • Strong organizational and interpersonal skills
  • Must be able to deal effectively with confrontational situations and maintain objectivity in public relations
  • Detail oriented, works well under pressure, capable of handling multiple tasks with simultaneous deadlines
  • Follow directions from a supervisor
  • Understand and follow work rules and procedures
  • Accept constructive feedback
  • Team player

Posted On: Wednesday, April 10, 2019

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