Warranty Specialist
Keeping customers happy is a critical part of any strategy for business growth. And central to that effort, our frontline Warranty Specialists have the essential skills to actively listen to customers when they relay issues and develop creative solutions.
Our Warranty Specialists role is to manage, direct, and accept accountability for all customer service activities and reporting functions associated with the warranty Department. This position provides a comprehensive training program including 90-day mentoring, job exchanges, and hands-on training from a customer’s perspective. Ultimately, you will be leading and managing all activities within the warranty process, thus optimizing the effectiveness of TradePartners™, ensuring compliance with the company’s customer satisfaction & quality assurance standards, and maintaining a safe work environment.
If you possess a positive attitude, have great organizational skills, are focused on continuous improvement, and have a passion for the customer, then this Warranty Specialists role will be in alignment with your goals.
Knowledge/Experience
- Homebuilding Warranty experience preferred
- High school diploma or equivalent required; BA/BS degree preferred
- Advanced computer skills in MS Office
- Proficient business writing skills
- Demonstrates proficiency in check request & insurance claim processes
- Understands, adheres to and mentors other in policies and procedures
- Proven problem-solving capabilities
- Working knowledge and understanding of warranty program and manufacturer warranties
- Demonstrates effective leadership skills
- Knowledge of construction process
Specific Responsibilities
Customer Satisfaction
- Establish and maintain regular and proactive communication with internal customers and homeowners
- Manage and resolve customer issues within company goals and communicates progress on completion
- Review feedback and associated reporting tools to understand trends and adjust accordingly
- Ensure that the homeowner is fully aware of the policies and procedures in requesting customer service and emergency service
Scheduling
- Meets response time goals set for each quarter
- Timely and accurate paperwork processing
- Review homeowner lot file, prior to scheduled appointment
- Ensure TradePartners and suppliers are confirmed and on schedule
- Guarantee home is ready for next scheduled trade
Quality Assurance
- Perform Customer Walk Thru and Home Delivery
- Educate the homeowner on feature / function / benefit of products in their home
- Proficient knowledge of water intrusion protocol
Safety and Site Management
- Understand and champion the company’s safety program
- Ensure each home site is left clean after repair work has been completed
- Participate in weekly safety observations
TradePartner Management
- Develop and maintain positive relationships with TradePartners
- Confirm with TradePartners for next day appointments
- Ensure complete knowledge of TradePartners scope of work
Cost Management
- Demonstrates proficiency of customer service software for generating work orders and follow up cost tracking
- Hold TradePartners accountable for applicable charges related to workmanship
- Have knowledge of risk management elements
$58-68K DOE
Plus up to 18% Bonus
Auto-Allowance $500/ month
Full Benefits
Work in North Phoenix/North Scottsdale Territories