Customer Care Specialist

Role overview Provide customer support to homeowners and internal warranty teams for an assigned area. Handle questions across phone, email, chat, and text, create and track service requests, and coordinate follow-up with warranty and customer experience teams. This is a remote position open to candidates in Arizona and requires working independently while keeping accurate records in a fast-paced service environment.

Responsibilities - Respond to warranty questions, emergencies, and escalations through phone, email, chatbot, SMS, and web chat. - Make outbound calls to gather feedback, confirm completed work, and follow up on unresolved issues or survey requests. - Create warranty service tickets from online forms and other customer channels, and help customers use the service portal. - Log and route escalations by division, coordinating with customer experience managers and other departments on resolution. - Prepare and distribute survey outreach reports, and work with divisional warranty leaders to address support needs. - Maintain accurate interaction records and use customer relationship, telephony, survey, and communication systems in line with policies.

Requirements - High school diploma or GED; prior customer service experience. - Strong written and verbal communication, active listening, relationship-building, and problem-solving skills. - Ability to organize multiple tasks, work independently and with a team, and stay calm under pressure. - Attention to detail, urgency, and ability to maintain confidentiality. - Proficiency with Microsoft Office applications; typing speed of 40–50 words per minute. - Ability to work remotely with limited supervision, follow a schedule, and use a computer to enter and retrieve information.

Nice to have - Experience in a homebuilding warranty department.

Benefits and work setup - Remote work for Arizona-based candidates; the position is non-exempt and eligible for overtime pay. - Full-time benefits listed include health coverage, a 401(k) match, paid vacation and holidays, tuition reimbursement, disability and life insurance, and employee assistance resources.