Warranty Experience Specialist

4 hours ago


Monroe, North Carolina, United States True Homes Full time

Job Summary: We are seeking a highly skilled Warranty Experience Specialist to join our team at True Homes. The ideal candidate will have a strong background in customer service and be able to provide exceptional experiences for our clients.

Key Responsibilities:

  • Own the client experience, communications, and expectations from closing through warranty period
  • Respond to clients, trade partners, and internal team members in a timely manner
  • Ensure all clients are responded to in an appropriate manner and monitor the global warranty inbox for any requests submitted for markets they are responsible for
  • Makes proactive contacts with clients to ensure they have had an exceptional experience and establishes the initial introduction to the Client Services Department this includes cold calls and follow-up emails
  • Takes part in ongoing training and knowledge-based tasks to ensure that they are providing accurate information to clients as well as trade partners
  • Triages simple client concerns and directs to appropriate trade partner for repair
  • Follows up with clients and trades to ensure completion of services is timely, correct, and permanent
  • Follows all processes and administrative procedures consistently, completely, and accurately
  • Practices True Lean culture to eliminate waste
  • Maintains multiple calendars and assists with scheduling
  • Documents all client requests and concerns
  • Performs other duties as needed or required

Results/Accountability:

  • Receive and maintain True Believer status
  • Meet or exceed productivity measurements
  • True Review position metrics are consistently 3 and above
  • Completes required training and assessments by required deadline
  • Documents and distributes all service requests immediately and consistently
  • Receives Client Satisfaction ratings that meets or exceed company standards

Qualifications:

  • High school diploma or GED required
  • One to three years of call center, customer service, and administrative background required
  • Professional phone etiquette required
  • Residential construction background preferred

General Requirements:

  • Excellent attention to detail
  • Strong communication skills, written, and verbal skills
  • Strong organizational skills
  • Ability to work in a fast-paced environment
  • Comply with all company policies and procedures
  • Demonstrate the qualities and character traits as defined in the True Difference

Physical Requirements:

  • Must be able to remain in a stationary position 75% of the time
  • Associate needs to occasionally move about the office to access file cabinets, office equipment, etc.
  • Constantly operates a computer and other office equipment


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