Brookfield Residential Hiring for Customer Care Representative at San Ramon, CA Full Time

San Ramon – 12657 Alcosta Blvd, Suite 250

Business

As part of Brookfield Asset Management — one of the largest alternative asset managers in the world — we harness our resources to bring a fresh approach, unparalleled creativity, relentless innovation, and sound ESG practices to the planning, development, and management of buildings everywhere. From offices, retail spaces, and logistics facilities to multifamily residences, hospitality establishments, and mixed-use structures — we are reimagining real estate from the ground up.

We redefine how home and life come together for over 60 years. At Brookfield Residential, a leading North American land developer and homebuilder within the Brookfield Properties family, we have had one goal in mind – to create the best places to call home. From the development of award-winning vibrant communities to the building of well-designed homes and commercial properties, we are committed to cultivating exceptional life experiences for our customers, partners, employees, and members of the community. Learn more.

If you’re ready to be a part of our team, we encourage you to apply.

Job Description

Your Team

The Customer Care Representative is responsible for the day-to-day management and operation of their community. This role must diagnose, schedule and complete warranty service requests in a professional, timely and satisfactory manner with the goal of exceeding customer satisfaction.

Your Key Deliverables

General Responsibilities –

• Strive to exceed customer satisfaction.
• Become proficient with mobile application for tracking and updating customer service requests.
• Attend AVID Survey seminars when offered.
• When possible, attend weekly sales meetings.
• Interact with construction and sales personnel to ensure a positive team spirit.
• Schedule or perform model maintenance as requested.
• Knowledge of Brookfield’s Fit & Finish One-Year Limited Warranty.
• Knowledge of construction performance standards in the publication, The Home Book, A complete Guide to Homeowner and Homebuilder Responsibilities.

Request for Service Responsibilities –

• Respond to customer service requests and identify items covered by Brookfield Residential limited warranty, manufacturer’s warranty, or homeowner responsibility.
• Contact homeowner the day of receipt or next business day to schedule assessment appointment.
• Return telephone calls during normal business hours the same day or morning of next business day.
• Encourage homeowners to take surveys and follow up when necessary.
• 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 repairs are completed right the first time!
• Provide timely response to customer’s questions, meet your commitments, arrive on time or call if delayed.
• Target for completion of service requests is 15 calendar days after initial review unless items are back ordered.
• Notify customer if items are back ordered.
• Obtain homeowner sign off on all service requests.
• Maintain contact with customers throughout warranty period to maintain a positive relationship.
• Recurring issues: Notify Vice President of Operations, Director of Customer Care and Director of Purchasing on recurring items.
• Perform other duties as set forth by the Director of Customer Care or the Vice President of Operations.

New Home Orientation Responsibilities –

• Become familiar with each floor plan in community and have knowledge of standard items versus optional items. Obtain knowledge about home, construction, and features.
• Pre-walk production homes with construction team to enforce Brookfield Residential quality standards.
• Conduct thorough and educational Orientation noting exceptions requiring additional work on exterior and interior. Confirm that all options and upgrades have been installed.
• Be familiar with the walkthrough guide for your specific community type.
• Point out area drains and explain grading
• Explain the resources available to homeowner regarding the proper use and care of their home
• Provide copy of Orientation Checklist to Customer Care Coordinator and Superintendent the same day of Orientation.

Must Haves

• Minimum 2 years’ experience in Customer Care preferred.
• Residential Construction experience preferred.
• Excellent communication skills both written and spoken.
• Team player with strong organizational and interpersonal skills.
• Customer Service focused with negotiation and problem-solving skills.
• Strong work ethic, loyal, trustworthy and honest.
• Maintains a high energy level, positive outlook and interested in and responsive to technical and personal skills training and education.
• Ability to manage multiple tasks, using good judgment and effective time management skills.
• Ability to withstand many contact episodes without becoming either robotic, detached, or unsympathetic to the customer’s concerns.
• Ability to bend, stoop, lift, move and carry field materials weighing 50 pounds or less. Physical agility is required for climbing of stairs, ladders, physical inspection of attics, crawl spaces, etc.
• Must have vehicle as position requires daily travel.
• Accuracy and attention to detail is a must.
• Proficient in MS Office (Word, Excel) and familiar with MS Outlook (email) MS Teams is preferred.
• Familiar with a mobile device such as an (iPad) preferred.

Your Opportunity

We are proud to offer our employees what they value most:

• Competitive compensation
• Annual Salary Range: $68,000 – $80,900
• Bonus eligible – 10%
• 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
• A culture based on our values of Passion, Integrity and Community

Brookfield Properties participates in the E-Verify process to confirm the eligibility of candidates to work in the United States.

We are proud to create a diverse environment and are proud to be an equal opportunity employer. We are grateful for your interest in this position, however, only candidates selected for pre-screening will be contacted.