Customer Care Representative

Exciting Opportunity at Hakes Brothers!

Join us in pursuing excellence and making a difference in your career! Hakes Brothers is looking for a dynamic individual to join our team as a Customer Care Representative.

About Us

At Hakes Brothers, we are more than just a company; we are a values-driven community dedicated to achieving results through team unity. Our professional work culture, competitive pay, and comprehensive benefits package reflect our commitment to excellence. Founded in 2006, Hakes Brothers is the largest homebuilder in New Mexico, passionate about professional architecture, innovative design, and high-quality construction. Join us on our journey to provide supreme value in homeownership.

The Role

The Customer Care Representative interacts with customers by addressing inquiries and resolving complaints with a high level of support.

Duties include:

• Establish and carefully nurture a quality relationship with each Hakes Brothers customer.
• Perform New Home Orientations (NHO) with customers.
• Perform thorough quality checks on each completed field model.
• Providing quick, professional and quality service for post-closing warranty requests.
• Manage appointments with the customer and the trade contractors.
• Manage ALL service orders ensuring they are completed within the deadline.
• Taking full responsibility to manage and control the warranty budget.
• Conducting in-person warranty assessments.
• Determining if requested service items are covered or not covered by warranty and communicating tactfully with the customer.
• Determining trade contractor accountability for back charges and POs.
• Creatively solving problems.
• Dealing effectively with difficult customers.
• Scoring well on the Customer Satisfaction Survey - Outstanding Service and Attitude = Great Survey.
• Proactively looking for ways to help control / reduce construction costs and trade contractor mistakes and determining appropriate solutions.
• Hold trade contractors and superintendents accountable for quality workmanship.
• Treat every customer in a friendly and professional manner.
• Helping accomplish whatever task is at-hand, ensuring Hakes Brothers continues to be an industry leader.
• Being a leader, be an example to others, be a top performer.
• Be a positive voice for the company.

Qualifications

• Required: High school diploma or GED;
• Required: At least two years' customer service and warranty experience or equivalent;
• Required: Must own or have access to a vehicle for your daily work;
• Required: Valid driver's license and auto liability insurance.

Incentives

• Paid vacation, sick leave & holidays
• Discount off the sales price of a Hakes Brothers home
• 401k & Profit Sharing
• Medical, dental and vision insurance

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Ability to Commute:

• Las Cruces, NM 88001 (Required)

Ability to Relocate:

• Las Cruces, NM 88001: Relocate before starting work (Required)

Work Location: In person