Description

Main Street Homes of VA is seeking a dedicated and customer-focused Customer Care Field Representative to join our team. In this role, you will own the homeowner experience throughout the warranty period, conducting on-site visits, coordinating with trade partners, and resolving warranty items with a target completion time of less than 30 days. You will also self-perform minor repairs when appropriate to keep claims moving efficiently.

The ideal candidate brings strong residential construction knowledge, a self-starter mindset, and a genuine commitment to building trust with homeowners, trade partners, and teammates alike.

Key Responsibilities:

Customer Interaction & Service:

Build strong relationships with homeowners and provide exceptional service throughout the warranty period.
Conduct homeowner visits including new home orientations, closing walkthroughs, First-Month check-ins, and Year-End courtesy visits.
Clearly communicate warranty coverage, expectations, and next steps.
Return homeowner calls and messages within 24 hours, with ongoing follow-up throughout the Year-One warranty period.

Warranty Management & Trade Coordination:

Take ownership of warranty items from identification through resolution, including documentation and follow-up.
Schedule, coordinate, and lead trade partners to complete repairs efficiently.
Perform minor repairs when appropriate to resolve items without necessary delays.
Hold trade partners accountable to quality workmanship and professional standards.

Scheduling & Documentation:

Schedule appropriate trades to complete warrantable items during the homeowner's first visit.
Document all warranty activity thoroughly, including photos, notes, and communication the same day.
Proactively communicate scheduling, arrival times, and any delays to homeowners.
Arrive prepared with all necessary parts and materials to minimize return trips.

Completion & Quality Assurance:

Ensure all items are completed during scheduled appointments and verify work meets company standards,
Obtaining homeowner sign-off upon completion of work.
Confirm homeowners understand the work completed and any remaining next steps.

Additional Responsibilities:

Serve as liaison between homeowners, trade partners, vendors, and internal Main Street Homes departments.
Maintain a clean and organized company vehicle, tools, and equipment.
Monitor and respond to after-hours emergency calls when assigned.

Requirements

Education and Experience:

High School Diploma or GED required.
Minimum of five years of residential homebuilding or construction experience
Strong knowledge of residential construction methods and repairs techniques.

Skills & Competencies:

Excellent customer service and communication skills, including the ability to deliver difficult messages with tact and professionalism.
Demonstrated ownership, integrity and accountability.
Strong problem-solving skills and sound judgement.
Self-starter who manages priorities independently and efficiently.
Ability to build relationships and earn trust with homeowners, trade partners, and teammates.

Additional Requirements:

Valid driver's licenses with a clean driving record, able to pass annual MVR reports.
Ability to lift up to 50 pounds as required
Ability to work Monday-Friday, 8:00 am to 5:00 pm, with occasional on-call duties.

Summary

Work Environment:

This is a field-based position requiring travel between job sites and communities throughout the Richmond area. This role involves working outdoors in varying weather conditions and occasional visits to the main office for meetings and trainings.

Equal Opportunity Employer: Main Street Homes provides equal employment opportunities to all employees and applicants, prohibiting discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.