Brookfield Properties
A global leader in real estate with a focus on commercial, retail, residential, and mixed-use properties.
Customer Care Representative
Manage homeowner inquiries, warranty claims and service coordination post‑sale.
Job Highlights
About the Role
The Representative, Customer Care manages day‑to‑day operations for their assigned community, serving as the primary contact for homeowner inquiries and post‑close issues such as warranty claims and marketing support. Reporting to the Customer Care Field Manager and Director, the role focuses on ensuring customer satisfaction, loyalty, and repeat referrals. Key responsibilities include conducting pre‑orientation walks with construction teams, leading orientation and welcome tours, responding to service requests within 24 hours, reviewing warranty compliance, and completing work orders in the New Star Enterprise system within 15‑30 days. The Representative also coordinates corrective repairs, obtains homeowner sign‑off, approves trade invoices, maintains daily status updates, attends weekly site meetings, and participates in outreach and extended care programs. • Conduct pre‑orientation walks and enforce quality standards on new homes. • Lead orientation and welcome‑home tours for new homeowners. • Respond to homeowner service requests via phone, email, or in‑person within 24 hours. • Review and process warranty items, ensuring compliance with guidelines. • Complete and document work orders in NSE/OLW within 15‑30 days of review. • Coordinate and verify corrective repairs performed by trade contractors. • Obtain homeowner sign‑off on orientation, service requests, and completed repairs. • Approve trade partner invoices and manage purchase orders and back‑charge documentation. • Maintain daily updates on work order status and attend weekly site meetings. • Participate in the Customer Outreach Program and Extraordinary Touch Points. • Provide home maintenance training during the 18‑month and 23‑month extended care visits.
Key Responsibilities
- ▸work orders
- ▸warranty review
- ▸repair coordination
- ▸invoice approval
- ▸status updates
- ▸customer outreach
What You Bring
Required qualifications are a minimum of two years’ customer‑service experience (at least one year in the building industry), strong communication, negotiation and problem‑solving skills, and the ability to manage multiple tasks with attention to detail. Physical ability to use basic hand tools, lift up to 50 lb, and perform field inspections is required, along with a personal vehicle, proficiency with mobile devices and MS Office. • Minimum two years of customer‑service experience, with at least one year in the building industry. • Strong written and verbal communication, negotiation, and problem‑solving abilities. • Ability to use basic hand tools, lift up to 50 lb, and perform field inspections. • Proficiency with mobile devices (iPhone, iPad) and Microsoft Office suite.
Requirements
- ▸customer service
- ▸building industry
- ▸communication
- ▸hand tools
- ▸mobile devices
- ▸ms office
Benefits
Preferred additional skills include bilingual ability in Spanish, Mandarin, Korean or Vietnamese. The position offers a competitive salary of $60‑70 K, bonus eligibility, comprehensive medical, dental and vision benefits from day one, 401(k) matching, career development programs, charitable donation matching, paid volunteer hours, parental leave, family‑planning assistance, wellness resources, pet insurance, and a culture built on passion, integrity and community. • Competitive salary $60‑70 K plus bonus eligibility and comprehensive benefits package.
Work Environment
Onsite