Claims and Customer Service Specialist
2 weeks ago
Welcome to Shea Homes Active Lifestyle Communities. We are currently looking for a committed and skilled Warranty Specialist to become a vital part of our team. In this position, you will oversee all customer service operations and reporting activities associated with our Warranty Department. Your main objective will be to enhance the efficiency of TradePartner, ensuring adherence to our customer satisfaction and quality assurance benchmarks, while also fostering a safe work environment. Below are the essential responsibilities and qualifications that will help you determine if you are the ideal candidate for this rewarding role:
Knowledge and Experience
- High school diploma or equivalent is required; a BA/BS degree is preferred
- Advanced proficiency in MS Office and Shea operating systems
- Strong business writing capabilities
- Demonstrated experience with check request and insurance claim processes
- Proven ability to solve problems effectively
- Understanding of the construction process
Specific Responsibilities
Key Result Area #1 – Customer Satisfaction
- Establish and maintain consistent communication with internal customers and homeowners
- Manage and resolve customer concerns within company objectives
- Review feedback and adjust practices accordingly
Key Result Area #2 - Scheduling
- Meet response time objectives
- Ensure timely and accurate documentation
- Guarantee execution of daily schedules
Key Result Area #3 - Quality Assurance
- Conduct milestone Quality Performance Reviews and document necessary corrective actions
- Educate homeowners about the products in their residences
Key Result Area #4 - Safety and Site Management
- Promote the Shea Homes safety program
- Ensure cleanliness of home sites
- Participate in monthly safety training sessions
Key Result Area #5 - TradePartner Management
- Possess comprehensive knowledge of the scope of work
- Build positive relationships with TradePartner
- Follow up with TradePartner regarding appointments
Key Result Area #6 - Cost Management
- Utilize customer service software for work orders and cost tracking
- Have an understanding of risk management components
Qualities for the Position
- Effectively addresses customer needs
- Able to manage multiple tasks simultaneously
- Provides solutions in challenging situations
- Utilizes reports and metrics
- Ability to facilitate process enhancements
Shea Homes Active Lifestyle Communities is an equal opportunity employer and values diversity in its workforce. Join our team and contribute to making a positive impact.
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