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Diamond Custom Homes adds Customer Care Team

By May 22, 2019April 28th, 2020News, Blog, Press

Francisco Morales, Warranty Service Manager.

Hander Martin, Customer Service Representative

Juan Zaldivar, Customer Service Representative

Diamond Custom Homes today announced the creation of a new business segment, the Customer Care Team, responsible for warranty servicing, estate management, small projects and field support.

“Diamond Custom Homes is committed to building a lasting partnership with our clients,” said Michael Diamond, President of Diamond Custom Homes. “As an extension of our business, the Customer Care Team provides leadership by modeling our company’s values, vision and operating principles to serve our homeowners and construction teams.”

The Customer Care Team is led by Warranty Service Manager Francisco Morales. A New York City native, Morales moved to Florida in 2002 and has more than 15 years of remodeling industry experience. He is responsible for managing the customer service needs of homes in final stages of construction including serving as a homeowner liaison, coordinating customizations and managing partners and vendors.

Customer Service Representatives Hancer Martin and Juan Zaldivar round out the team.

The team is responsible for meeting with homeowners to build rapport, establishing lines of communication and setting homeowner expectation of the warranty process. The team receives and addresses new homeowner warranty concerns as necessary; coordinates inspections and repairs with subcontractors and partners; completes customer care service requests in a timely manner; and follows up with all trade contractors completing service request to ensure all issues are addressed Identify recurring warranty concerns and work with construction team members and trade contractors to eliminate or minimize them; provides assessments of subcontractors and the quality of their work; makes recommendations for improving the customer care/warranty process, and serves as the main point of contact for after-hours concerns.

“Many of our clients are seasonal and spend months away from their luxury residence,” explains Michael Diamond, President of Diamond Custom Homes. “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 Customer Care Team is also responsible for handling smaller projects on behalf of Diamond Custom Homes. Oftentimes when Diamond is completing a project in any given neighborhood, additional smaller projects emerge. Whether these are updating an outdoor kitchen or managing a scheduled installation, the company is pleased to offer this valuable service to homeowners in the area. The Customer Care Team visits residences weekly 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,” Diamond explains, “as they likely provided support to the construction team during the building process.” The representatives have a personal vehicle dedicated to the Customer Care Team to provide field support to certain construction projects when necessary.

About Diamond Custom Homes
Press coverage by WCG. Diamond Custom Homes creates and renovates luxury residences for discerning homeowners in Southwest Florida’s most prestigious communities and neighborhoods. The firm is known for its quality craftsmanship and the creativeness of its custom designs. Offices are located at 9130 Galleria Court, Unit 204, in Naples. For more information, call 239-325-4600 or visit

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