Customer Care Representative

Imagination Homes; Dallas, Northern (TX, KY); Hybrid; USD 70,000 - 100,000; Full time

Benefits offered by this job

Health Insurance

401k and discretionary match

Employee Stock Ownership Plan

New Home Discount for Team Member

College Scholarship Program

Community Outreach

Job summary

Imagination Homes is seeking a Warranty Service Manager to oversee the post-construction warranty process for our homeowners in Dallas. You will manage inspections, determine warranty eligibility, coordinate repairs with subcontractors, and ensure work aligns with company standards.

The role requires strong communication, the ability to stay calm under pressure, and proactive budgeting and scheduling. You will maintain detailed warranty records and guide homeowners on preventive maintenance.

Qualifications

• Excellent verbal communication and interpersonal skills.
• Self-starter with strong time management, scheduling, and follow-up.
• Experience managing budgets/costs is a plus.
• Comfortable holding subcontractors accountable for quality of work.

Responsibilities

• Engage with homeowners in a professional manner to deliver exceptional experiences.
• Respond quickly and accurately to homeowner warranty concerns.
• Visit homes to inspect issues and determine warranty eligibility.
• Coordinate and schedule warrantable repairs with contractors and homeowners.
• Oversee repairs, follow up, and ensure completion to satisfaction.
• Maintain warranty records for management reviews and budgets.
• Instruct customers on home maintenance and itemized warranty exclusions.

Skills

Communication

Time management

Budgeting

Contractor management

Interpersonal skills

Industry knowledge

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

• 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

.

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.