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Residential Service Manager

2 months ago

Winter Garden, Florida, United States D.R. Horton Full time
Job Summary

We are seeking a highly skilled and experienced Service Manager to join our team at D.R. Horton, a leading homebuilder in the United States. The successful candidate will be responsible for maintaining our Build-To-Rent communities and delivering exceptional customer satisfaction.

Key Responsibilities
  • Evaluate resident repair issues to determine if they are warrantable items
  • Process and complete written or electronic work orders and/or verbal requests from residents for home repairs
  • Perform necessary repairs to homes, including carpentry work, drywall, texture repair, and painting
  • Schedule and manage subcontractors to make designated warranty and make ready/turn repairs
  • Certify warranty work is completed within contractor obligations
  • Follow up with homeowners to ensure concerns are addressed in a timely and professional manner and satisfaction of work is met
  • Solicit online reviews to increase customer satisfaction
  • Process charge-back documentation and invoices
  • Maintain an essential and necessary inventory of parts and supplies needed to perform customary work
  • Register and track warranty status for all applicable items
  • Complete construction and acceptance walks on ready homes to ensure the highest quality standards are met
  • Field emergency service calls when on call during nights and weekends
  • Manage the move-out turn process, including the physical move-out and exchange of keys, identifying repairs, turn cost estimates, and vendor selection
  • Conduct move in and out orientation process, including condition of home and arranging for any work to be done as identified during move in inspection
  • Maintain the grounds, common areas, and amenities
  • Conduct all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company
  • Effectively communicate with various support teams to ensure quality documentation, reporting, and community performance
  • Ability to be on-call for emergency services after hours
  • Ability to travel overnight
Supervisory Responsibilities
  • Supervise 2 or more employees
Qualifications
  • High school diploma or general education degree (GED)
  • Five to seven years related experience, including carpentry work, drywall, texture repair, and painting
  • Must have a vehicle capable of carrying supplies, valid driver's license, personal supply of general tools, and be willing to drive among designated communities in daytime and nighttime
  • Ability to work independently and be productive without supervision
  • Ability to utilize DHI Residential warranty applications on a smart phone, tablet, or laptop
  • Ability to apply common sense understanding to carry out instructions furnished in written, oral form or via DHI Residential warranty applications
  • Proficiency with MS Office and email
  • Ability to stand and walk for 4 hours straight or up to a full 8-hour day; sit for extended periods; kneel and bend at the waist; climb, balance, and stoop, crouch, or crawl; walk up and down stairs; walk on unlevel terrain; use hands to fingers to handle or feel; reach with hands and arms; talk and hear
  • Ability to lift and/or move up to 50 pounds
  • Specific vision abilities required by this job include close vision, distance, color vision, and peripheral vision
  • Regular exposure to outside weather conditions, moving mechanical parts, high precarious places, and risk of electrical shock
Preferred Qualifications
  • Prior experience as a Service Manager in Residential/Property Management
  • Experience with minor electrical, plumbing, and HVAC repair work
  • Community onboarding and disposition experience is a plus