Warranty Representative
Department: Warranty
Reports To: Customer Service Manager
Leadership Level: 1
Your number one responsibility
We help our customers find their way Home.
What you'll be doing
The customer Service Representative is responsible for proactively solving customer issues after the closing of the home.
You will be responsible for…
Follow up on all warranty request to vendors/contractor to ensure prompt service of the customer
Coordinate and schedule repairs with contractors and customers
Follow up, inspect and insure accurate completion of all repairs
Hold contractors accountable for results
Perform accurate assessments of all service request submitted by homeowners (to determine what is covered, not covered)
Review ticket tracking system for new tickets on a daily basis
Reporting accurate data to leadership for accurate prediction of warranty spend and trends
Complete all work orders, orientations/quality walks, purchase orders, and any other Customer Service documents or essential work processes, as assigned, in an accurate and timely manner
Continually stive for superior ranking from new home buyer survey
Leadership Competencies Makes Decisions that are Customer Focused
Exhibits Technical or Professional Expertise
Collaborates and Works well with Teams
Builds Caring and Effective Relationships
Drives Results
Organizes and Plans Effectively
Exhibits Effective Time Management
Solves Problems and Analyzes Issues
Manages and Measures Work
Displays High Integrity and Honesty
What skills you'll bring to us Advanced home warranty practices and procedures
Proficient knowledge of items covered by warranty
Strong written/verbal communication skills; ability to communicate effectively with confidence and professionalism
Strong interpersonal skills with the ability to react favorably and resolve issues in a positive manner
Ability to manager priorities and workflow
Ability to deal effectively with a diversity of individuals at all organizational levels
Good judgment with the ability to make timely and sound decisions
Proven ability ot handle multiple project and meet deadlines
Strong organizational, problem solving, and analytical skills
Commitment to customer service and quality
Proficient in Microsoft Office
Proficient in Hyphen Build Pro
Strong team player; with demonstrated ability to work within cross-functional teams
What experience you'll bring to us High School Diploma/GED required
Bachelor's degree preferred
3 or more years of customer service experience in home-building preferred
2 or more years' experience in Residential home-building industry preferred
What type of work environment you will be working in
This position operates in a professional office environment, and routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax. This position must work well in a team oriented, fast paced setting and can handle interruptions while maintaining productivity and accuracy. If traveling, employee may be exposed to weather conditions.
This position will also perform some work out in the field and may occasionally be exposed to loud noise levels, cold and hot temperatures, inclement weather conditions, road hazards, vibration, mechanical and/or electrical hazards, uneven walking surfaces, and hazardous physical substances and fumes.
