Virtual Customer Care Representative – Onsite Residential Warranty & Trade Partner Coordinator

About arenaflex

arenaflex is a nationally respected homebuilder recognized for delivering exceptional quality, craftsmanship, and customer experiences to families across the country. With a long-standing reputation as a Fortune 500® company and a consistent presence among the top-ranked homebuilders in the United States, arenaflex has helped shape communities where people put down roots, build memories, and grow together. Our mission goes far beyond constructing houses — we are committed to creating extraordinary experiences for our homeowners, the neighborhoods we build, and the talented associates who bring these visions to life.

At arenaflex, we believe in building more than homes. We build opportunity, inclusion, and long-term careers. Our Everyone's Included philosophy drives us to embrace diversity, foster innovation, and empower every team member to thrive. We give back to the communities in which we work and live, and we invest in the professional and personal well-being of our associates through comprehensive benefits, ongoing education, and meaningful career paths. When you join arenaflex, you join a company that is shaping the future of residential living while supporting yours.

Position Summary

The Virtual Customer Care Representative at arenaflex is an onsite position based in Chantilly, VA, serving as the vital link between our homeowners, trade partners, and internal construction and sales teams. This role is responsible for managing and overseeing homes under warranty within an assigned community, ensuring that every aspect of the post-closing customer journey reflects the high standards arenaflex is known for. From facilitating pre-closing orientations to conducting 30-day post-close visits, this position requires a proactive, detail-oriented professional who can balance technical knowledge with exceptional customer service.

If you are passionate about building lasting relationships, take pride in problem-solving, and enjoy working in a fast-paced, customer-facing environment, arenaflex offers you a career with purpose — a career built on making dreams come true, delivering zero-defect homes, and creating experiences that homeowners will remember for a lifetime.

Key Responsibilities

• Promote, facilitate, and foster positive working relationships with arenaflex homeowners, trade partners, and community stakeholders to ensure an exceptional customer experience throughout the warranty period.
• Exercise sound judgment and discretion when addressing homeowner concerns, trade partner disputes, or community-related matters, always representing arenaflex with professionalism and integrity.
• Manage daily trade partner activities in accordance with job schedules, scopes of work, and customer service standards, ensuring timely and quality completion of warranty work.
• Review and approve trade partner invoices upon satisfactory completion of work, with approval authority up to $1,250 per transaction.
• Proactively identify and resolve any trade partner scheduling, communication, or payment-related issues before they escalate.
• Understand and apply manufacturer recommendations for the use, installation, and maintenance of products installed in arenaflex homes.
• Supervise and/or conduct pre-closing meetings, home demonstrations, homeowner celebrations, and 30-day post-close visits to ensure a smooth transition into the home.
• Review and certify the completion of each home within the assigned community, verifying that all work meets arenaflex quality standards.
• Manage, supervise, and direct all aspects of customer relations for the assigned community, serving as the primary point of contact for homeowners.
• Conduct field meetings with trade partners, construction staff, and sales staff as needed to coordinate efforts and address concerns.
• Maintain expert knowledge of the community and surrounding area, including HOA fees and rules, schools, restaurants, shopping, and local amenities, to assist homeowners with settling in.
• Supervise, review, and resolve the condition of the community, including entry features, road and pond maintenance, common areas, model centers, and signage.

Essential Qualifications

• High School Diploma or equivalent required; equivalent work experience will be considered.
• Bachelor's degree in a related field preferred (such as Construction Management, Business Administration, or Communications).
• Minimum of 3 years of experience directing, coordinating, and supervising work, particularly in a customer-facing role with a homebuilder or in residential construction.
• Valid driver's license with a good driving record.
• Valid auto insurance coverage.
• Advanced knowledge of scheduling, budgeting, and document management.
• Ability to read and interpret blueprints and construction documents.
• Computer literacy with proficiency in Microsoft Office products, including Word and Excel.
• Excellent follow-up, written and verbal communication, and time management skills.

Preferred Skills and Competencies

• Strong interpersonal skills with the ability to build trust and rapport with diverse homeowners, trade partners, and internal teams.
• Exceptional problem-solving abilities and a proactive approach to identifying and addressing issues.
• Highly organized with the ability to manage multiple priorities in a fast-paced environment.
• Customer-centric mindset with a commitment to delivering an outstanding homeowner experience.
• Knowledge of local HOA regulations, community standards, and residential construction best practices.
• Comfortable working both in an office setting and in active construction environments under varying weather conditions.

Career Growth and Learning Opportunities

At arenaflex, your career trajectory matters. We are committed to providing our associates with the tools, training, and opportunities they need to grow professionally and personally. As a Virtual Customer Care Representative, you will gain hands-on experience in residential construction management, customer relations, trade partner coordination, and community operations. arenaflex offers an Education Assistance Program to support continued learning, along with mentorship opportunities and exposure to multiple facets of the homebuilding industry. Many of our leaders started in roles just like this one, building the foundation for long and rewarding careers with arenaflex.

Work Environment and Physical Requirements

This is a full-time, onsite position based in Chantilly, VA. The role requires a mix of office and field work, including regular visits to active construction sites and model homes. The physical demands include:

• Ability to work in excess of eight hours per day when needed.
• Ability to operate a motor vehicle, climb stairs and ladders, bend, stoop, reach, lift, move, and/or carry equipment that may exceed 50 pounds.
• Occasional operation of construction equipment.
• Ability to sit at a computer monitor for extended periods to complete paperwork, meet with building partners, and manage phone and email communications.
• Ability to work in construction environments under all weather conditions.
• Finger dexterity required to operate a computer keyboard and calculator.

Compensation, Perks, and Benefits

arenaflex is proud to offer a comprehensive total rewards package designed to support the well-being, financial security, and personal growth of our associates. Benefits include:

• Robust health insurance plans, including Medical, Dental, and Vision coverage.
• 401(k) Retirement Plan with a $1-for-$1 company match up to 5%.
• Paid Parental Leave and an Associate Assistance Program for life's critical moments.
• Education Assistance Program and up to $30,000 in Adoption Assistance.
• Up to three weeks of vacation annually, plus generous Holiday, Sick Leave, and Personal Day policies.
• New Hire Referral Bonus Program.
• Significant Home Purchase Discounts for arenaflex associates.
• Unique company-wide events such as Everyone's Included Day.

For a full overview of our benefits suite, associates and candidates are encouraged to explore arenaflex Total Rewards.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Apply Today

If you are a dedicated professional with a passion for customer care, construction quality, and community building, arenaflex wants to hear from you. Join a team that values your expertise, invests in your growth, and empowers you to make a difference — one home, one homeowner, and one community at a time. This is more than a job. It is a career with purpose, built on making dreams come true. Take the next step and apply today to become part of the arenaflex family.