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Quality Assurance Specialist

2 months ago

Boise, Idaho, United States Shea Homes Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Warranty Specialist at Shea Homes. As a key member of our customer service team, you will be responsible for managing and directing all customer service activities and reporting functions associated with the Warranty Department.

Key Responsibilities
  • Customer Satisfaction
    • Establish and maintain regular and proactive communication with internal customers and homeowners.
    • Manage and resolve customer issues within company goals and communicate progress on completion.
    • Review surveys and associated reporting tools to understand trends and adjust accordingly.
  • Scheduling
    • Meet response time goals.
    • Timely and accurate paperwork.
    • Ensure execution of daily schedule.
  • Quality Assurance
    • Complete milestone Quality Performance Reviews and/or targeted reviews, document corrective actions, and follow-up to ensure completion of corrective items.
    • Educate the homeowner on feature / function / benefit of products in their home.
  • Safety and Site Management
    • Understand and champion the Shea Homes safety program.
    • Ensure each home site is left clean.
    • Participate in monthly safety training program.
  • TradePartner Management
    • Ensure complete knowledge of scope of work.
    • Complete purchase order request on same day.
    • Review and approve invoices daily.
    • Develop and maintain positive relationships with TradePartner.
    • Follow up with TradePartner for next day appointments (TradePartner Appointment Sheet).
  • Cost Management
    • Demonstrates utilization of customer service software for generating work orders and follow up cost tracking.
    • Have knowledge of risk management elements to avoid litigation.
Requirements
  • High school diploma or equivalent required; BA/BS degree preferred.
  • Advanced computer skills in MS Office and Shea operating systems.
  • Proficient business writing skills.
  • Demonstrates execution of check request & insurance claim processes.
  • Understands, adheres to and mentors others in regards to Shea Homes policies and procedures.
  • Proven problem solving capabilities.
  • Demonstrates Shea Vision, Purpose and Values.
  • Working knowledge and understanding of Shea Homes warranty program and manufacturer warranties.
  • Demonstrates effective leadership skills.
  • Knowledge of construction process.
  • Demonstrates Shea Vision, Purpose and Values.
  • Demonstrates Shea Trilogy Ten.
  • Working knowledge and understanding of Shea Homes warranty program and manufacturer warranties.
Qualities for Position
  • Unsolicited participation.
  • Effectively handles and mediates difficult situations.
  • Effectively manages internal and external customer needs.
  • Able to multi-task.
  • Regularly provides solutions in difficult situations.
  • Demonstrates ability to share 'best practices'.
  • Utilizes reports and measurements.
  • Proficient written and verbal communication skills.
  • Ability to facilitate meetings and process improvement.
  • Demonstrates ability to complete thorough insurance claims.
  • Proficient knowledge of water intrusion protocol.