WHO WE ARE:

Our mission is to enhance the lives of people by creating inspiring living environments – enhance and inspire. For over 35 years, Trumark has been a leading real estate development company with divisions in Colorado, Northern, Central, and Southern California. We strive to set ourselves apart from other builders by looking ahead. We make sure that the products we are providing are the best for our homebuyers, that they fit into life today and in the future, and that the surroundings are inviting and purposeful.

QUALIFICATIONS:

• 2+ years of customer service or administrative experience; homebuilding industry a plus.
• Strong communication, organization, and problem-solving skills. Excellent organization and project follow through.
• Proficient with Microsoft Office Suite. Experience with NewStar or Zendesk a plus.
• Associate degree (A.A.) from two-year College or technical school; or one to three years related experience and/or training; or equivalent combination of education and experience.

• Answer phone calls professionally with courtesy and a strong commitment to resolving homeowner concerns. Accurately document actions in NewStar and forward or email the appropriate team members as needed.
• Forward any calls from the Contractor State License Board, homeowner threats of legal action, or calls from an attorney to the Customer Care Manager.
• Respond to all phone calls within 24 hours, even if only to acknowledge receipt of homeowner calls.
• Listen to voicemails and gather necessary information to either respond with an informed reply or forward the message to the appropriate contact.
• Monitor homeowner communications through email and Zendesk. Collaborate with team members to ensure accurate, timely responses and route Zendesk tickets to the appropriate Customer Care Representative.
• Schedule appointments for Customer Care Representatives, including Walk-throughs, Follow-up Service Orders, 4-Week, stop-by, water leak, construction, year-end, and others as required. Send appointment confirmation and reminders to both Reps and homeowners.
• Attend in-house training about residential home building, systems performance, building science, troubleshooting and homeowner maintenance.
• Educate homeowners on how their home functions, what to expect from builder warranties, and which items fall under homeowner maintenance.
• Serve as the primary Newstar user for the Customer Care team. Achieve and maintain proficiency with Work Orders, including homeowner data, notes, scheduling details, and supplier information.
• Assess homeowner service requests for compliance with Limited Warranty guidelines and generate Work Orders accordingly. Work with trades to verify service work is pursued and completed according to Work Order Guidelines.
• Support Work Orders generated by Customer Care Reps stemming from their homeowner appointments.
• Create Purchase Orders when necessary for Customer Care Manager review and Vice President approval.
• Track and update progress of QA work on year-end matrix.
• Review homeowner survey responses from Move-In, Mid-Year, and Year-End checkpoints. Assist the team in encouraging survey participation from homeowners who have not responded.
• Prepare and update agendas for the Valley, SLO and Marina staff meetings.
• Distribute the daily Walk-Through List to the team.
• Update department manuals as changes arise or improvements are needed.
• Other duties as assigned by the Customer Care Manager.