Customer Care Representative

SmartRecruiters, Inc.; Dallas, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Health Insurance

401k match

Employee Stock Ownership Plan

New Home Discount

Scholarship Program

Community Outreach

Job summary

Imagination Homes is seeking a Warranty Service Manager to oversee the post-construction phase and ensure homeowner satisfaction. You will manage the warranty process, visit homes, determine eligibility, coordinate repairs, and uphold quality standards.

The role requires prior warranty experience with a production homebuilder, strong communication, budget management, and the ability to hold subcontractors accountable while delivering exceptional customer experiences.

Qualifications

• Prior warranty experience with production homebuilder mandatory.
• Excellent verbal communication and interpersonal skills.
• Ability to handle pressure and negotiate with subcontractors.
• Self-starter with time management and follow-up skills.
• Experience in home building or repairs is a plus.

Responsibilities

• Engage with homeowners in a friendly, professional manner to deliver experiences.
• Respond quickly and accurately to homeowner warranty concerns.
• Visit homes to inspect issues and determine warranty eligibility.
• Coordinate repairs with homeowners and subcontractors.
• Conduct research with available resources to satisfy inquiries.
• Hold firm on decisions when necessary and address objections.
• Schedule warrantable repairs with contractors and homeowners.
• Follow up and ensure completion of repairs.
• Maintain warranty records for management reviews.
• Instruct customers on home maintenance and non-warrantable items.
• Manage a budget and achieve high homeowner satisfaction.

Skills

Warranty experience

Communication

Budget management

Interpersonal skills

Decision making

Job description

Imagination Homes is seeking a Warranty Service Manager dedicated to delivering an exceptional customer experience for our homeowners.

Our Warranty Service Managers oversee the post-construction phase of our homes to ensure homeowner satisfaction and uphold Imagination Homes' quality standards. They manage the warranty process, visiting the home to address homeowner concerns, determining warranty eligibility, coordinating repairs, and ensuring all work aligns with our standards and warranty guidelines.

What You'll Do:

• Engage with homeowners in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships
• Respond quickly, professionally, and accurately to homeowner warranty concerns
• Home visits to inspect issues and determine if the concern is eligible under warranty
• Work with homeowners and subcontractors to resolve the issue quickly and correctly
• Conduct research with available resources to satisfy homeowner inquiries
• Say "no" when necessary, hold firm on decisions, and overcome objections in a professional manner
• Coordinate and schedule all warrantable repairs with contractors and homeowners
• Follow up, inspect, and ensure completion of all repairs
• Hold contractors accountable for results
• Maintain records of issues and resolutions in the warranty database for management reviews
• Instruct customers on how to maintain their homes, as well as communicating what items are not warrantable
• Manage a budget
• Achieve high levels of homeowner satisfaction

Qualifications

• Prior warranty experience with production homebuilder mandatory
• Positive attitude with excellent verbal communication and interpersonal skills
• Show resilience under pressure, dealing with negativity and confrontational situations in a professional manner
• Self-starter with excellent time management, scheduling and follow-up skills required
• Comfortable holding subcontractors accountable for the quality of their work and making independent decisions
• Previous experience in the home building industry and/orsome home repair experience is helpful, but not required
• Experience managing budget/costs is a plus

Additional Information

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We offer an excellent benefits package that includes:

• Health Insurance - Medical, Dental and Vision
• 401k and discretionary 8% match
• Employee Stock Ownership Plan
• New Home Discount for Team Member
• College Scholarship Program
• Community Outreach
• And more!

Imagination Homes is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to any status protected by state or federal law.