Community Warranty Manager - Trophy Signature Homes

Green Brick Partners; Plano (TX); On-site; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a Community Warranty Manager to enhance customer satisfaction and manage warranty processes. This role requires an independent thinker who can work closely with homeowners, builders, and subcontractors in a dynamic environment. The ideal candidate will possess a strong customer service orientation and the ability to multitask effectively. Responsibilities include conducting assessments, coordinating repairs, and ensuring timely completion of service requests. Join a company that values integrity, efficiency, and dedication, and make a significant impact in the homebuilding industry.

Qualifications

• Bachelor’s degree or two-year technical degree in construction preferred.
• Experience in home building and customer service is a plus.

Responsibilities

• Conduct homeowner assessments and coordinate repairs with contractors.
• Manage warranty ticket volume and ensure customer satisfaction.
• Establish positive relationships with customers and trades.

Skills

Customer Service Orientation

Effective Communication

Multi-tasking

Problem-Solving

Education

Bachelor’s degree in Construction or Business

Two-year technical degree in construction

Minimum 2 years’ experience with a homebuilder

Tools

MS Office

BuildPro

Job description

Overview

No Agencies or Recruiters- Direct Applicants Only

Position Purpose: The Community Warranty Manager must believe in, practice and initiate all Green Brick Partners values set forth in an acronym we call HOME. They must be Honest, Objective, Mature and Efficient in how he or she approaches their role at Green Brick Partners.

Under the direction of the Area Warranty Manager, the Community Warranty Manager will support and act as a liaison between the CB JENI and Normandy Homes Communities and the Customer Service Department. This position requires an independent thinker that will be able to work closely with homeowners, builders, and sub-contractors in a fast paced, ever-changing environment. This candidate must demonstrate high levels of customer satisfaction and dedication. Control warranty ticket volume in a manageable time frame while holding vendors and trades accountable for the work they perform.

Responsibilities

1. Perform minor repairs such as tightening door knobs or adjusting sprinklers.
2. Conduct in-person homeowner assessments and inspections of warranty claims.
3. Coordinate and schedule all repairs with contractors and homeowners.
4. Communicate scheduled appointment times with homeowners, vendors and trades.
5. Follow up, inspect and ensure completion of all repairs.
6. Manage trades to completion of service requests to homeowner’s satisfaction; Determine trade accountability for back charge purposes.
7. Instruct customers on how to maintain their homes, as well as communicating what items are and are not warrantable.
8. Manage a budget; Request EPO’s, Sign invoices weekly for vendor payment.
9. Handle multiple tasks, as well as projects within designated timeframes.
10. Possess the ability to say "no" and overcome objections in a professional manner.
11. Follow applicable protocols and processes necessary for workflow.
12. File and manage closed tickets for bonus and accounting purposes.
13. Establish and maintain positive customer relationships, internally and externally.
14. Conduct a quality assurance check on a completed home.

Supervision of Others: N/A

Authority/Budget/Decision Making/Discretion and Independent Judgment Ability: This is an exempt position as the candidate must be able to make independent decisions in regards to matters of significance to the company.

Qualifications

Education: • Bachelor’s degree in Construction, Business or other related field OR a two year technical degree from a construction program OR have a minimum of 2 years’ experience with a homebuilder is preferred.
• Highly customer-service oriented.
• Computer or tablet literate.
• Knowledge of MS Office or BuildPro is preferred.

Experience: • Previous experience in the home building industry is preferred. Previous experience in a customer service environment & preferable some home repair experience is helpful.

Competencies: • This individual needs to be reliable, energetic and someone that the homeowners and service team can trust to see that calls are completed both timely and correct. • This individual must be able to multi-task and possess effective communication skills.

Physical Requirements: Must have a vehicle capable of carrying supplies, valid driver’s license and be willing to drive among designated communities in daytime and nighttime.
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 finger, 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 vision, color vision and peripheral vision.

Location: Construction Field Position; Trophy Signature Homes