Warranty Care

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Job description

Job description:

• Respond to customer service calls in a professional manner within 24 hours.
• Inspects the quality of the work performed by all contractors and assuring completed to quality standards.
• Field and respond to Homeowner requests for warranty claims. If necessary, schedule with the homeowner and our contractors to remedy the issue.
• Schedule 90 -day and 1 year warranty walks with the homeowners and schedule the appropriate contractors to remedy the punch list items.
• Walk homes under construction from a Quality Control perspective and create lists for the Construction Team prior to completion of homes under construction
• Spend time with the Construction Team to learn the aspects of the construction process.

• Participate in training when needed. This includes learning product knowledge, procedural proficiencies, and computer software.
• Maintain a log of any preventable construction issues and provide feedback to Director of Construction.
• Assist the construction team in community responsibilities that relate to erosion control and cleanliness on job sites.
• Conduct Homebuyer Orientation Tour (HOT) with buyers while setting proper homeowner expectations of warranty,
• Post, Coordinate, and complete punch list items on/before date required in purchase and sale agreement, performing work alongside the construction team and/or contractors.
• Prepare and place new home buyer materials,
• Monitor customer care email accounts.
• Respond to and manage Customer Service Emergencies (water intrusion, electrical issues or other hazardous conditions) as soon as possible, to alleviate damage within home and to minimize safety issues for our customers,
• Hold contractors accountable for results.
• Maintain an effective, organized system for monitoring and tracking the status of all work orders to completion.
• Work with hands and tools to perform all duties within individual technical capabilities.
• Assist homeowners with questions or issues and provide advice on routine home maintenance issues.
• Return completed and signed work orders.
• Complete all other duties as assigned by management.
• Remain responsible, humble, teachable, coachable, adaptable, performance driven, engaged and attentive, knowledgeable, creative, team oriented, and cooperative.

Job Requirements:

• Minimum High School Diploma or equivalent
• Minimum 2 years of customer service experience
• Experience using a laptop or tablet
• Maintain a high degree of integrity and honesty in all business dealings.
• Be professional in dress, manners, and conduct with a positive attitude and good social/interpersonal skills.
• Be a self-motivated individual and display initiative.
• Be courteous and safety driven.
• Knowledge of the residential home building quality, BAGI standards, read and follow the standards of the Builder's Warranty and some home repair experience is helpful.
• Understand and follow all company policies and procedures in the Employee Handbook.
• Ability to anticipate, prevent and solve problems (proactive vs. reactive) within his/her authority and take responsibility for his/her actions.
• Report any problems to the Director of Construction.
• Have excellent time management, organizational and scheduling skills and able to plan and organize daily work schedule to maximize time and productivity.
• Must be able to deal with negativity and remain calm in confrontational situations.
• Have exceptional listening and communications skills.
• Follow up and follow through consistently to deliver outstanding service.
• The ability to say "no" and overcome objections in a professional manner.

PHYSICAL DEMANDS:

• Walk, climb stairs or ladder, sit, and stand.
• Talk and hear at normal levels.
• See with close vision, distance vision, color vision, peripheral vision, depth perception, and have the ability to adjust focus.
• Reach with hands and arms.
• Use hands and fingers to operate tools and other business machines.
• Lift and/or move up to 50 lbs.

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