Customer Service Representative

Louisville, CO, United States

Who We Are

At Boulder Creek Neighborhoods, we’re all about homes, but we’re more about living. Our mission is to inspire lives fully lived, for our customers, our communities, and ourselves. We know every home needs a solid foundation, and our mission is no different. To make it a reality, we build everything we do on top of our core values of Respect, Extreme Ownership, Agility, and Lifefullness®.

What We Offer

Base compensation range: (hourly rate)

Low: $24.63/hour

High: $33.33/hour

Additional compensation:

This position does not have a commission plan.

This position may be eligible to participate in other company bonus plans as they become available.

This position is eligible for a vehicle allowance.

Benefits: All full-time employees are eligible to participate in the company’s benefits programs; including, but not limited to:

Medical, dental, and vision insurance, including no-cost options for employees.

Long- and short-term disability insurance

Group and voluntary life insurance

Pet insurance

Paid Time Off, Paid Sick Leave, Paid Holidays, and Lifefull Breaks.

401(k) retirement plan with automatic 3% company contributions after one year of tenure.

Financial Wellness Program that offers free advice from professional financial planners.

Employee Assistance Program

How You Can Help Us

Customer Service (Warranty) Representatives work directly with our homeowners while )executing the Service Request Process, conducting customer service activities, upholding response and completion goals, and ensuring all work meets or exceeds plan specifications, quality, and safety standards. They act as a company liaison with our customers after the home has been constructed.

What You'll Do

Homeowner Interaction

Interact with homeowners in a way consistent with the BCN Employee Handbook and Service Request Process flow chart document.

Exercise discretion and independent judgment when determining warrantable and non-warrantable items (per NAHB Residential Warranty Guidelines), determining the action plan, and determining the best way to communicate with the homeowner. Our promise to the homeowner is to always be FAIR, HONEST, AND FACTUAL.

Strive to resolve Warranty service requests in 21 days or less

Manage and coordinate warrantable repairs with homeowner and trades to ensure successful and timely completion of open warranty requests.

Update warranty software daily to reflect progress.

Record all homeowner correspondence into warranty software for record keeping (email, text, phone, verbal).

Clearly describe the Trade Partner’s responsibility regarding Work Orders generated and communicated via the “PLM” software system.

Must learn and display extensive knowledge of the most recent NAHB Residential Warranty Guidelines.

Processing Purchase Orders

Generate/approve or decline, Purchase Orders (PO's) to Trade Partners (where applicable) within the same billing cycle cut-off as the Service Provider invoice is received.

Provide clear communication to all trades and the Director of Warranty as to why a Purchase Order may be declined.

General Duties

Develop/maintain good working relationships with all Trade Partners.

Provide feedback to Construction, Purchasing and Warranty Management upon request regarding Trade Partner performance.

Maintain updated knowledge of all scopes, specifications, and warranties.

Commute to and from job sites in a timely and safe manner.

Must attend weekly community updates to provide transparency and clarity to future homeowners and community team.

Other duties as assigned.

Experience and Education

High school diploma or equivalent required; Bachelor’s degree with emphasis in management, construction, or related field encouraged.

Minimum of two years of construction experience preferred.

Experience within residential construction industry a plus.

Knowledge, Skills and Qualifications

Ability to perform the essential functions of the job in accordance with Company standards and policies, and professional business practices.

Must possess and maintain a valid driver’s license.

Strong organizational, communication (oral and written), management, and planning skills.

Must be computer literate, with experience in Microsoft Office and Windows.

Must be able to develop and maintain necessary skills to be proficient in current smart-phone technology and proprietary software use.

Ability to do simple math calculations, accurately code and input data into a computer, and analyze results as required.

Must be adaptable and flexible in dealing with a variety of people and capable of handling difficult situations.

Must be comfortable and confident in decision making and exercising problem-solving authority.

Must be able to communicate clear performance expectations and desired results.

Ability to work independently and complete daily activities according to work schedule.

Physical Demands

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Requires bending, stooping and stretching, lifting, pushing, pulling, and carrying objects.

Requires lifting up to 50 pounds.

Requires normal range of hearing and vision to record, prepare, and communicate appropriate reports.

Requires eye-hand coordination and manual dexterity adequate to operate tools, as well as standard office machines such as computers and other office equipment.

Requires crawling or maneuvering in spaces with low head clearance.

Requires the ability to climb/descend ladders if necessary.

Requires working under stressful conditions and working irregular hours.

Requires working in areas which are not ventilated or air-conditioned.

Ability to lift heavy objects, walk and stand for long periods of time, and perform strenuous physical labor under adverse field conditions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Occasionally work near moving mechanical parts; in high, precarious places; in outside weather conditions; and is exposed to fumes or airborne particles.

Exposed to outside weather conditions, fumes and airborne particles.

Requires working in areas which are not ventilated or air-conditioned.

The noise level in the work environment is loud at times.

Required to walk terrain that is not yet under construction and/or under construction and must occasionally traverse terrain with or without streets or sidewalks.

Regular and predictable attendance at the designated work site is required.

Position Type and Expected Hours of Work

Full Time Position

Typical days and hours of work are Monday – Friday from approximately 8am – 5pm

Occasional on-call work to cover weekends and nights is required.

Application Deadline

This position was opened for applicants on 3/27/24. We will accept applications until at least two weeks from that date (ie 4/10/24). If we have not filled the position by then, we will continue accepting applications until the role is filled.

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