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Business Observer Thursday, Jun. 6, 2019 6 months ago

Luxury homebuilder adds new business segment

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New customer care team will oversee warranty issues and ongoing home management services for Diamond Custom Homes.

NAPLES — Diamond Custom Homes has added a new business segment by creating a customer care team responsible for warranty servicing, estate management, small projects and field support for new construction and renovation projects.

The team is led by Warranty Service Manager Francisco Morales, who has more than 15 years of remodeling industry experience in Florida, according to a statement. 

Morales manages customer service needs of homes in final stages of construction or renovation including serving as a homeowner’s liaison, coordinating customizations and managing partners and vendors. The team addresses warranty concerns, coordinates inspections and repairs with subcontractors and partners, follows up with all trade contractors completing service requests to ensure all issues are addressed, and serves as the primary point of contact for after-hours concerns.

“Many of our clients are seasonal and spend months away from their residence,” says DCH President Michael Diamond in the statement. “We are pleased to enhance our business to include estate management services to monitor the condition of homes, oversee any necessary remodeling and renovations and handle maintenance and upkeep for as long as requested.”

The team is responsible for managing smaller projects such as updating an outdoor kitchen or a scheduled installation. Ongoing service includes weekly visits to inspect the home and ensure the integrity of both the interior and exterior, taking note of any elements that may need attention.  

“It’s beneficial to have these representatives serve a residence because many times, they are already familiar with the home as they likely provided support to the construction team during the building process,” says Diamond in the release. 

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