Job details

Customer Care Representative

Location

Austin - 9600 N MoPac Expressway, Suite 750

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 Rep reports to the Customer Experience Manager to provide timely, efficient, and quality services, with a high level of professionalism to all Brookfield homeowners. Customer Care Representative is responsible for the day-to-day management and operation of their community. Must diagnose, schedule and complete warranty service requests in a professional, timely and satisfactory manner with the goal of exceeding customer’s expectations

Your Key Deliverables

Schedule appointments with trades and customers to complete necessary after closing services and warranties.
Respond to service requests sent in by customer promptly.
Ability to diagnose possible deficiencies in customer home, and identify if those deficiencies are warrantable
Coordinate findings with responsible service provider to rectify deficiency by scheduling with customer.
Ensure customer sign-off on all completed service requests as availability permits.
Meet with customers to conduct scheduled 20 day / 6 month / 1 year / 18 month customer care follow up appointments.
Knowledge of construction standards.
Ensure satisfactory resolution was achieved by construction team for all open punch list items at closing.
Provide mediation between customers and subcontractors, or subcontractors to subcontractors as needed; provide solutions and work to resolve any differences.
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.
Perform Final Walk with customers by providing detailed explanation on warranty procedures and coverages and ensuring signatures on all necessary paperwork are captured.
Perform Move In Celebration by installing entry door bow and ribbon and deliver keys to customer after closing.
Attend various required meetings to stay up to date with the status of the Community progress, construction practices, as well as the overall state community warranties.
Consistently achieve regional business objectives by obtaining satisfactory survey results.
Other duties as determined

Must Haves

Minimum of 3 years hands-on residential construction industry experience
Service driven, inspired by providing service and care to others
Ability to diffuse escalated situations while possessing an empathetic approach to customer concerns.
Proven ability to deliver exceptional customer service
Ability to work well individually and in a team setting, demonstrating professionalism and personal initiative.
Possess excellent written and verbal communication skills
Demonstrated ability to manage conflict and convey solutions for problem resolution
Competent IT skills – ability to learn new software and perform action items within applications
Working knowledge of Microsoft applications - Word, Outlook, and Excel
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.
Strong and general knowledge of all types of repairs and tradesman disciplines such as, but not limited to, drywall, painting, tile, carpentry, and basic plumbing and electrical
Position requires frequent travel; must posses reliable transportation.
Excellent knowledge of and capacity to operate, power and hand tools

Your Opportunity - US

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

Competitive compensation
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

#LI-LW1

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.