Warranty Administrator

WHAT YOU'LL BE RESPONSIBLE FOR:

Collaborating closely with the Warranty Coordinator on a daily basis to promptly address homeowner warranty requests while ensuring comprehensive information/documentation is provided when escalating issues to management.

Gaining a deep understanding of the company's operational protocols and commitment to customer satisfaction.

Proficiently managing and resolving warranty-related matters for our valued homeowners. This includes the ability to diagnose issues and effectively communicate both verbally and in writing. Some tasks may involve physical activities such as lifting, ladder climbing, and attic/roof inspections.

Maintaining a comprehensive knowledge of industry standards and warranty company guidelines, enabling you to clearly convey our warranty policies to homeowners.

Delivering an exceptional level of customer service aligned with the company's warranty manual guidelines.

Demonstrating superior customer satisfaction and knowledge as the primary point of contact for homeowners seeking assistance with warranty issues.

Overseeing items that require subcontractor/vendor engagement for repair and/or replacement. This responsibility encompasses scheduling, diligent follow-ups, and ensuring successful resolution with subcontractors/vendors.

Submitting work orders with detailed information regarding performed tasks and problem descriptions, facilitating daily resolution by subcontractors/vendors.

Efficiently managing and tracking all scheduled repairs to ensure customer satisfaction and completion.

Providing after-hours support for customer-reported emergencies through our dedicated hotline, along with security response duties at company facilities.

Offering maintenance services for company facilities, including rented warehouse spaces, on an as-needed basis.

Developing proficiency in data entry within the Warranty System.

Performing additional tasks as directed by management, exhibiting flexibility and adaptability.

The above job responsibilities are intended to provide an overview of the role and its requirements, rather than an exhaustive list of duties, responsibilities, and skills.

All team members are expected to uphold the organization's mission and vision by consistently demonstrating excellence, collaboration, innovation, respect, community commitment, accountability, and ownership.

QUALIFICATIONS:

A minimum of three years' experience in the residential homebuilder or similar industry, coupled with a background in residential construction warranty or customer service.

Exceptional problem-solving skills.

Outstanding verbal and written communication abilities.

Capability to work independently while adhering to deadlines.

Exceptional customer service aptitude.

Proficiency in computer skills and adaptability to company systems.

Highly organized, self-motivated, with a strong sense of urgency and keen attention to detail.