Primary Job Responsibility: Manage warranty claims throughout the entire claims process from recording the initial claim, through completion of work and obtaining a sign-off from customer. Address all warranty issues to ensure a high level of customer satisfaction, through timely and efficient resolution.

Specific Responsibilities:

Warranty Management

Manage Warranty Items List. Maintain the Customer Warranty Service List. Receive warrantee claims from customers, evaluate claims to ensure consistency with Company warrantee policy, manage customer expectations and coordinate all warranty work claims. Maintain an organized database for each customer to include a copy of the Warranty Request and customer sign-off. Ensure that punch list items are being completed.

Coordinate Work Completion. Evaluate warranty claims and develop a plan to resolve warranty issues. Schedule and coordinate with Project Managers and customers to resolve issues in a timely and cost-effective manner, whether work is performed in-house, by original subcontractor that performed the work or engaging a new contractor/trade. Determine the best process and best contractor/trade/personnel to complete necessary work. Review all significant or questionable claims or work with Director of Field Operations.

Communication. Communicate clearly with clients with respect to evaluation of any warrantee claim, the process for resolution and to obtain written confirmation that the claim has been resolved. Ensure proper written documentation is provided to customer as required. Follow up with customers to ensure that any corrective work is completed satisfactorily and obtain written sign-off from customer to document resolution. Regular customer communication regarding service requests and scheduling of work is required, as well as communication and coordination with in-house labor, trades and subcontractors to provide timely and professional service.

New Home Construction Assistance

Closing Inspections. Conduct a thorough inspection with the Project Manager and provide a written list of corrective work to be completed before the first customer orientation and walk-thru. Periodically attend customer orientation walk-throughs to orient and explain the post-closing customer service program and establish client relationships.

Punch List Completion & Closing Assistance. At request of the Director of Field Operations, coordinate work with Project Managers to complete Punch List items post-closing and with final pre-closing work including paint touch-up, finish work, minor repairs and other work so that homes are completed as expected by customers. Coordinate pre-closing punchout with Project Managers and Punchout Technicians to ensure properly finished homes.

Quality Assurance Recommendations. Review Company construction and offer observations and recommendations for improving construction quality and reducing warrantee work. Identify processes or subcontractor work that is not consistent with Company policy or good construction standards. Identify trends in warrantee work to focus on potential construction issues and provide suggestions for improvement to the Director of Field Operations, Project Managers, Subcontractors and Vendors.

Personnel Management

Punchout Technician Team. Manage Punchout Technician team to complete pre- and post-closing work as required to properly close homes, complete Punch Lists and perform required warranty work. Schedule Punchout Technician staff and coordinate assignments with the Director of Field Management and Project Managers where required. Teach, train and assist Punchout Technicians to perform work in a timely, effective and professional manner.

Reporting Relationship: The Customer Service Manager reports directly to the Director of Field Operations.

Required Qualifications:

• Organization skills, strong attention to detail, communication skills and a sense of urgency are required for this role.
• 5-7 years of residential construction experience at a supervisory level.
• Ability to communicate effectively both orally and in writing with clients and subcontractors.
• Strong customer service ability.
• Proficient computer skills/ Microsoft Excel and Builder Trend.