JOB SUMMARY
Utilize exceptional customer service skills to investigate and resolve warranty requests; follow up to ensure customer satisfaction; perform minor repairs and adjustments.
PRIMARY RESPONSIBILITIES include the following (additional duties may be assigned):
- Perform Warranty section of New Home Orientation buyer touchpoint
- Communicate with homeowners to set appointments to investigate issues, as well as direct trade partners to complete service orders.
- Enter service order line items
- Maintain service order note logs
- Investigate and keep logs of warranty trends to report back to Warranty & Quality Assurance Manager
- Receive and process invoices for payable service orders
- Regularly review trade submitted service order logs to track status of open service orders
- Inspect and evaluate warranty work performed by trade partners
RELATIONSHIP TO OTHERS
Report directly to Senior Warranty Representative. Work closely and communicate with Project Managers and Assistant Project Managers
LIMITS OF AUTHORITY
Has authority to carry out directives of Senior Warranty Representative and Warranty & QA Manager. Has the authority to make decisions regarding routine warranty requests as to the cause and solution of the problem. Seek Manager approval on escalated warranty issues or repairs over $250.00. Has the authority to direct trade partners to complete warranty repairs.
KNOWLEDGE AND EXPERIENCE REQUIRED:
- Five (5) years’ of construction and/or warranty experience
- Position requires knowledge of home construction, maintenance, and building practices associated with industry standards
- Excellent communication skills—written and verbal
- Strong computer skills (Microsoft Suite)
- Ability to manage several projects simultaneously
- Must be a motivated self-starter
- Detail-oriented
- Strong work ethic
- Must exhibit high integrity with a strong team-oriented focus
- Must be able to get along with diverse personalities and function effectively in a fast-paced, constantly changing environment
- Aptitude for problem-solving
- Ability to remain calm and focused in stressful situations
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