Customer Care Warranty Representative

About the role

Ashton Woods is the #1 private home builder in the United States, operating through two brands: Ashton Woods for design-forward homes and Starlight Homes for affordable, first-time homebuyer options. Headquartered in Atlanta, the company serves markets including Austin, Dallas, Houston, Nashville, Orlando, Phoenix, Raleigh, San Antonio, and Tampa. The Customer Care Warranty Representative will serve as the primary field liaison for homeowners and vendors, resolving warranty issues and ensuring high satisfaction.

Responsibilities

• Analyze trends in service work and warranty obligations to identify root causes and solutions
• Receive and evaluate customer care requests, responding with either repair work or clear explanations when issues fall outside warranty scope
• Develop and implement a service work scheduling process to ensure timely completion of warranty work
• Maintain effective working relationships with subcontractors
• Create processes to analyze service trends, identify root causes, and implement corrective actions
• Cross-train with Construction staff as needed
• Interface with customers to ensure high satisfaction and act as the primary company representative at assigned sites
• Communicate orally and in writing with internal and external stakeholders
• Resolve all service issues promptly and cost-effectively to homeowners’ satisfaction
• Make timely decisions on warranty solutions based on analysis of each situation
• Perform other duties as assigned by the Manager

Qualifications

• Bachelor’s degree with emphasis in Construction Management or equivalent years of direct, on-site construction or warranty service experience with a production builder
• High school diploma or equivalency required
• Valid driver’s license and valid insurance for any motor vehicle used to provide transportation
• Knowledge of construction standards and methods
• Conflict resolution skills
• Computer literacy with proficiency in Outlook, Excel, Word, and PowerPoint; ability to learn new programs
• Ability to review, analyze, interpret information, and troubleshoot to solve problems
• Proficiency in business English with strong oral and written communication skills
• Professional appearance and behavior required for direct interaction with homeowners
• Minimum of one year of direct experience in production building or warranty service
• Mandatory construction or building industry experience
• Minimum of three years of subcontractor management experience