Brookfield Residential · 10 hours ago
Customer Care Representative
Scottsdale, AZ
Full-time
Onsite
Entry Level
$60K/yr - $70K/yr
2+ years expBrookfield Residential is a leading North American land developer and homebuilder committed to creating exceptional life experiences. The Customer Care Representative is responsible for managing day-to-day operations of the community, serving as the first point of contact for homeowner inquiries and ensuring customer satisfaction.
Commercial Real EstateReal EstateResidential
No H1B
Responsibilities
Collaborate with the site construction team and conduct Pre-orientation Walks to enforce Brookfield Residential quality standards in all new homes
Participate in the Orientation and Welcome Home Tour process for smooth delivery of the home, and the transitioning of the homeowner, into the care of the Customer Care department
Have a thorough knowledge of the Fit and Finish One-year Limited Warranty and Performance Guidelines outlined in The Home Book, A complete Guide to Homeowner and Homebuilder Responsibilities
Respond to homeowner request for service, telephone calls, and emails within 24 hours or next business day
Review customer warranty items to ensure compliance to warranty guidelines
Complete Work Orders and associated work order documentation in New Star Enterprise/On Location Warranty (NSE/OLW) 15 days after the initial review and not exceed our commitment to the homeowner that all items will be completed 30 days from date of review
Manage, coordinate, and verify satisfactory completion of corrective repairs performed by trade contractors or others. Ensure work is completed as efficiently, promptly, neatly, and as cost-efficiently as possible
Ensure corrections are completed right the first time
Obtain homeowner sign off on all orientation and service request/work order items
Approve trade partner invoices, send signed Purchase Order (PO) to trade partner, prepare Self-Insured Retention (SIR) and back charge documentation (as appropriate)
Update the OLW assessment notes daily or as work order status change
Attend weekly site meetings
Maintain a positive customer relationship through the 'Customer Outreach Program.' Document contact on department spreadsheet
Meet with Homeowners during scheduled Extraordinary Touch Points (ETP’s). If homeowner is not available, then attempt to speak to homeowner on the phone; send email/text only as a last resort
Participate in the Homeowner Extended Care Program: Provide personal, at home, maintenance training to homeowners at the 18th and 23rd month
Encourage homeowners to take surveys and follow up when directed
Perform other duties as set forth by the Customer Care Manager/Director
Qualification
Required
Minimum 2 years' experience in Customer Service preferably 1 year in the building industry
Customer Service focused and solution based, with excellent communication (written & verbal), negotiation, and problem-solving skills
Ability to manage multiple tasks, using good judgment and effective time management skills
Team player with strong interpersonal skills
Accuracy and attention to detail is required
Must have basic hand tools for minor adjustments and touch-up, i.e. grout, caulking, paint, and drywall touch-up
Ability to bend, stoop, lift, move and carry field materials weighing up to 50 pounds. Physical agility is required for climbing of stairs, ladders, physical inspection of attics, crawl spaces, etc
Must have vehicle as position requires daily travel
Familiar with mobile devices such as an iPhone, iPad, and windows laptop computer
Proficient in MS Office (Word, Excel, and Outlook)
Preferred
Bi-lingual in one of the following languages is a plus, but not required for the position: Spanish, Mandarin Chinese, Korean, or Vietnamese
Benefits
Excellent extended medical, dental and vision benefits beginning day 1
401(k) matching, vesting begins day 1
Career development programs
Charitable donation matching
Paid Volunteer Hours
Paid parental leave
Family planning assistance including IVF, surrogacy and adoptions options
Wellness and mental health resources
Pet insurance offering
Company
Brookfield Residential
Brookfield Residential is a leading North American land developer and homebuilder with one goal in mind - building the best places to call home.
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2011-04-08IPO
Leadership Team
Adrian Foley
President & Chief Executive Officer
Gregory Glenn
CFO, Northern California
Recent News
Business News: Pasadena Star-News
2025-12-29
2025-12-05
2025-08-22
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