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Customer Warranty Specialist

1 month ago

Houston, Texas, United States Ashton Woods Full time
Job Title: Customer Warranty Representative

At Ashton Woods, we are committed to delivering exceptional customer experiences. As a Customer Warranty Representative, you will play a critical role in ensuring our homeowners receive the highest level of service and support.

Job Summary:

The Customer Warranty Representative is responsible for managing all customer care functions, including warranty decisions, customer interactions, and vendor management. This role requires strong communication and problem-solving skills, as well as the ability to work independently and as part of a team.

Key Responsibilities:
  • Manage customer care requests, evaluate them, and respond appropriately with either repair work or a sound explanation to homeowners regarding why repair work is outside the scope of our warranty program.
  • Analyze trends in service work and warranty obligations to identify root causes of errors and possible solutions.
  • Develop and implement procedures and programs to correct root causes of warranty obligations.
  • Develop and implement a service work scheduling process that results in timely completion of needed warranty work.
  • Manage the workflow and quality of service rendered by Customer Care Coordinators, serving as a mentor and providing timely reviews and disciplinary action as needed.
  • Interview and hire Customer Care Coordinators as needed to fulfill the needs of our Customer Care program.
  • Maintain an effective working relationship with subcontractors.
  • Develop and implement a process to analyze service trends, identify root causes, and make appropriate corrections.
  • Cross-train with Construction staff as appropriate.
  • Interface with customers in a way that results in highly satisfied homeowners.
  • May function as our primary representative at assigned sites.
  • Oral and written communications both internally and externally.
  • Responsible for ensuring that all service issues are resolved to homeowners' satisfaction in the most cost-effective method.
  • Analyze all warranty situations and make decisions promptly regarding solutions.
Requirements:
  • Bachelor's Degree with emphasis in Construction Management or similar degree preferred or equivalent years of direct, on-site construction or warranty service experience with production builder.
  • High School diploma or equivalency required.
  • A valid driver's license and valid insurance for any motor vehicle used to provide transportation as required by the position.
Skills and Knowledge:
  • Knowledge of Construction Standards and Methods.
  • Conflict resolution skills.
  • Computer literacy, proficiency with Outlook, Excel, Word, PowerPoint, and ability to learn new programs as needed.
  • Ability to review, analyze, and interpret information as well as trouble-shoot to solve problems.
  • Knowledge of business English and ability to communicate patiently and professionally with both internal and external customers both orally and in writing.
  • Professionalism in both appearance and behavior required for working directly with homeowners.
Experience:
  • Minimum of one-year direct experience in production building or warranty service.
  • Construction or building industry experience mandatory.
  • A minimum of 3 years Subcontractor Management experience.
Working Conditions:

Work conditions vary in this position from a standard office environment to homes and construction sites. Work requires travel to off-site locations, including the homes of our customers. Transportation is required; safety concerns include dangers while driving.