Warranty Representative

About the Role

As the Warranty Representative, you will develop and grow to own the homeowner experience across communities by guiding homeowners from pre- and post-home reveal and warranty period. You will have the opportunity to lead proactive service delivery, drive issue resolution with urgency and empathy, and build homeowner confidence through clarity, consistency, and care.

Responsibilities

• Deliver consistent, high-quality, and world-class service across new residential communities
• Serve as the primary point of contact for homeowner service needs and escalations
• Evaluate requests, determine coverage eligibility, and identify root causes
• Coordinate and supervise trade partners ensuring resolution of all work
• Maintain accurate, real-time documentation of all service activity in HubSpot and mobile platforms
• Attend and conduct homeowner evaluations and Reveals
• Collaborate with internal teams, trade partners, and vendors to deliver a seamless homeowner experience
• Provide insights to support continuous improvement in building methods and customer service practices

Success Metrics

• On-time completion for all service tickets, and reduction in ticket cycle time
• Satisfaction scores meet or exceed thresholds, with improvement over time
• Compliance with warranty documentation standards in company systems
• Increase in customer satisfaction scores
• Reduction in cycle time

Requirements

• 3+ years of customer service, customer support, or client-facing experience required
• Experience in residential construction, property management, homebuilding, maintenance, or a related field preferred
• Excellent verbal and written communication skills with a professional, customer-focused approach
• Valid driver’s license with the ability to travel between assigned communities
• Ability to use Microsoft Office and learn company software such as HubSpot and mobile service platforms

Work Environment & Physical Requirements

• Full-time, Monday through Friday (8:00 AM – 5:00 PM), with rotating night and weekend emergency on-call support
• Field-based across assigned communities in Northern Virginia with regular check-ins at our Ashburn, VA Headquarters
• Ability to perform work in residential construction zones and office environments, including extended periods of walking, driving, sitting at a computer, and navigating stairs
• Ability to bend, lift, and carry materials such as chairs or equipment up to approximately 20 pounds
• Ability to work outdoors and in varying environmental conditions while conducting inspections or providing service support

Who You Are

• Accountable, service-minded professional who thrives in dynamic field-based environments
• Clear, empathetic communicator who balances policy with care in high-stakes conversations
• Operationally disciplined, technically fluent, and driven to resolve issues efficiently and effectively

Pay

Salary: $62,000–70,000 annually (includes a $3K travel allowance; pay is commensurate with experience, education, training, and skills).

Benefits

• Paid Time Off: 11 paid holidays; 10 vacation days, 10 sick days, two volunteer days off, two personal days, a day off for an annual physical, and a day off for your birthday; comprehensive parental and bonding leave
• Insurance Benefits: Medical and dental coverage through Cigna; vision coverage through EyeMed; life, AD&D, and disability insurance; flexible spending account
• Retirement Planning: Company-matched 401(k) retirement savings plan; access to retirement planning coaches
• Wellness: Annual wellness reimbursement of up to $900
• Professional Development: Tuition reimbursement; company-paid certifications, memberships, and licensures; mentoring programs; growth paths; regular performance evaluations and training opportunities
• Discounts: Rental and Van Metre home purchase discounts; employee discount through Walker Title Company; employee discount through Intercoastal Mortgage