Kristin Crouse
Leesburg,FL
Summary
Construction-focused customer care and project coordination professional with 10+ years of experience supporting homebuilding operations, managing warranty programs, coordinating trades, and overseeing repair projects. Recognized for exceptional communication, organization, and problem-solving skills, consistently carrying one of the largest caseloads in the Orlando market. Awarded the 2019 GOBA Major Achievement Customer Service Award.
Overview
19
19
years of professional experience
Work History
Customer Care Associate
Meritage Homes
Orlando, FL
08.2018 - 01.2026
- Manage warranty cases and homeowner concerns across multiple communities.
- Schedule and coordinate trade partners; oversee large-scale repair projects.
- Perform minor home repairs (paint, caulking, drywall, door adjustments).
- Completed quality walks of completed homes to ensure they were ready to close
- Conducted 30 day post-closing Welcome Home reviews to transition homeowner from construction to warranty.
Customer Care Manager
Avex Homes
Orlando, FL
09.2017 - 08.2018
- Process and manage all homeowner warranty requests via phone and email.
- Lead warranty field reps and trade vendors to ensure timely service completion.
- Create purchase orders and verify vendor work for payment.
- Review open service reports with Director of Customer Care.
Customer Care Coordinator
CalAtlantic Homes
Orlando, FL
05.2015 - 07.2017
- Managed warranty requests for 1,000+ homes annually.
- Created POs, filed plans/invoices, and maintained customer account documentation.
- Coordinated with field supervisors and vendors to resolve construction issues.
- Supported reporting and operational reviews with VP of Operations.
Dispatcher / Account Manager
Advanced Mechanical Services
05.2013 - 03.2015
- Dispatched technicians, managed service inbox, and updated customers.
- Maintained work order documentation and billing accuracy.
Customer Service Case Manager
Sears Holdings
02.2010 - 02.2013
- Scheduled HVAC and home-improvement appointments; resolved customer complaints.
- Monitored employee phone log-ins and break schedules.
- Assisted in building an online response platform for HVAC repair requests and built and trained the team who facilitated responses.
Bookkeeping Assistant
Sentry Management
01.2010 - 01.2010
- Balanced 100+ property accounts; organized financial documentation.
- Additional Early Experience
Data Entry / Admin Assistant
Florida Hospital
01.2007 - 01.2009
- Processed and organized physician orders; maintained accurate records.
- Additional Early Experience
Education
High School Diploma -
Cape Coral High School
Cape Coral, FL05-2006
Associate of Arts -
Lake Sumter State College
Leesburg, FL05-2027
Skills
- Project Coordination
- Warranty Management
- Trade Scheduling
- Vendor Oversight
- Homeowner Communication
- Documentation & Reporting
- Issue Resolution
- PO & Invoice Processing
- Multi-Project Management
- Field Repair Knowledge
Timeline
Customer Care Associate
Meritage Homes
08.2018 - 01.2026
Customer Care Manager
Avex Homes
09.2017 - 08.2018
Customer Care Coordinator
CalAtlantic Homes
05.2015 - 07.2017
Dispatcher / Account Manager
Advanced Mechanical Services
05.2013 - 03.2015
Customer Service Case Manager
Sears Holdings
02.2010 - 02.2013
Bookkeeping Assistant
Sentry Management
01.2010 - 01.2010
Data Entry / Admin Assistant
Florida Hospital
01.2007 - 01.2009
High School Diploma -
Cape Coral High School
Associate of Arts -
Lake Sumter State College