Customer Service Representative

About the role

The Warranty Service Representative manages the completion of warranty claims and other requests received from homeowners. This includes conducting in-home claim assessments, determining applicable warranty coverage, coordinating and supervising repair dates with trade partners and homeowners, and ensuring the satisfactory and timely completion of all repair work.

Responsibilities

• Schedules and organizes subcontractors to complete work on a timely basis.
• Inspects the quality of the work performed by all subcontractors and ensures it meets quality standards.
• Fields and responds to homeowner requests for warranty claims.
• Schedules with homeowners and subcontractors to remedy issues as necessary.
• Schedules 11-month warranty walks with homeowners and coordinates with subcontractors to address issues.
• Walks homes under construction from a Quality Control perspective and creates punch lists for the Construction Team prior to completion.
• Uses the Warranty Manual to resolve issues in the field.
• Performs pre-closing walks with new homeowners.
• Spends time with the Construction Team to learn aspects of the construction process.

Requirements

• Minimum High School Diploma or equivalent.
• Code Compliance Course and OSHA/Safety classes are a plus.
• Builder's License is a plus.
• Minimum 2 years of customer service experience.
• Previous residential construction or homebuilding industry experience is preferred.
• Experience using a laptop or tablet.

Work Environment

The work environment is representative of an office/field setting. The noise level is usually quiet to moderate. Reasonable accommodations can be made to enable employees with disabilities to perform essential functions.

Physical Demands

• Regularly required to walk, climb stairs, sit, and stand.
• Must be able to talk and hear at normal levels.
• Requires close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
• Must be able to reach with hands and arms.
• Requires use of hands and fingers to operate tools and other business machines.
• Must be able to lift and/or move up to 50 lbs.