Home Builder Warranty Representative

Manages all aspects of Home Warranty phase including orientations and walk, review and acceptance walks with buyers, scheduling 30 day touch-ups, 90 day reviews, 11 month review and walk as well as 23 month walk and review. Also, responsible for day to day operations of the warranty program and maintenance of all customer care files in compliance with SB800 requirements.

Job Summary

To be responsible for building and maintaining relationships with our customers, ensuring their satisfaction, and responding to inquiries in a timely manner. The successful candidate will be a great communicator with excellent customer service skills and a deep understanding of our products and services.

Home Builder Warranty Representative - Duties and Responsibilities

• Develop and maintain relationships with existing customers and establish relationships with potential customers
• Identify customer needs and provide solutions
• Respond to customer inquiries and complaints in a timely and professional manner
• Monitor customer feedback and suggest improvements to products and services
• Develop and maintain sales and marketing plans to increase customer satisfaction
• Track customer trends and report to management
• Assist with developing and implementing customer loyalty programs
• Assist with the development and implementation of customer service policies and procedures

Requirements and Qualifications

• 1. Two years residential construction experience

  2. Two years customer service experience

  3. Comprehensive knowledge of residential construction practices.

  4. Familiarity with the functions of all sub trades involved in residential construction.

  5. Exceptional communication skills, both verbal and written.

  6. Ability to handle difficult people and stressful situations.

  7. Strong organizational skills and detailed orientation.

  8. Strong computer skills.

  9. Positive attitude and professional demeanor

  10. Team mentality

  11. Strong analytical skills

Essential Job Functions:

1. Manager the day-to-day activities of all Customer Care or warranty tickets sent in via email, BuildTopia, and R&B website.

2. Start each morning reviewing any new calls, emails, or tickets that have been requested by R&B homeowners. Return all calls and/or emails to customers within 24 hours.

3. Instill the R&B culture in all daily interactions to ensure that all customers are treated professionally with an attitude of concern and respect for all issues brought to their attention.

4. Update and maintain the detailed procedures for the Customer Care program as needed.

5. Evaluate and function within the BuildTopia software system to continue the design and continuous improvement in the Customer Care program.

6. Meet with Owners or Project Manager as needed to determine action needed in hard-to-handle situations.

7. Work with trades to establish and deliver the standard of service expected by R&B.

8. Maintain all customer care lot files in compliance with SB 800 requirements.

9. Review and approve all work orders for payment to subcontractors. Decipher if any trades need to be back charged for work.

10. Deliver weekly reports to R&B Management Team showing the status of all open tickets and a plan to resolve all those over 15 days.

11. Update and maintain Homeowner’s Resource Guide as necessary.

12. Attend training classes and seminars in the field of Customer Care.

13. Hands on small service needs, i.e. caulking, painting, cleaning.

14. Expedite emergency services.

15. Maintain on call service request.

16. Schedule and maintain model homes.

17. Perform Homeowners orientation.

18. Ensure orientation items are complete prior to acceptance/COE.

19. Assist construction in completion of homes prior to orientation.

20. Help with special projects as needed.