Customer Care & Warranty Manager

Goindigoliving; La Vista (NE); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Goindigoliving is seeking a Customer Care Manager to lead warranty administration, homeowner communications, and trade partner coordination. You will schedule services, resolve issues, and drive quality improvements across construction, design, purchasing, and operations.

The role emphasizes exceptional customer service, root cause analysis, and performance management to enhance homeowner satisfaction and ensure adherence to warranty standards.

Qualifications

• Associates degree preferred or equivalent combination of education and experience.
• 3–5 years in residential construction, warranty management, or related fields.
• Supervisory or team leadership experience preferred.
• Experience working with homeowners in a service-oriented environment.
• Knowledge of residential construction practices and warranty processes.

Responsibilities

• Lead all customer care and warranty operations from inquiry to final resolution.
• Serve as primary escalation point for complex homeowner concerns and warranty issues.
• Review and determine warranty coverage eligibility per policies.
• Coordinate and prioritize warranty service requests for timely resolution.
• Conduct home inspections and field visits to verify repairs.
• Manage relationships with trade partners and vendors performing warranty work.
• Establish performance expectations for trade partners and ensure service quality.
• Track warranty costs and assist in budgeting and expenditures.
• Analyze warranty claims and homeowner feedback to identify trends.
• Partner with Construction and Purchasing to implement corrective actions.
• Monitor homeowner satisfaction metrics and develop improvement plans.
• Develop departmental procedures, service standards and best practices.
• Prepare reports and KPI dashboards on response times, completion rates, satisfaction, and expenditures.
• Ensure compliance with policies, safety, and building standards.
• Provide leadership, coaching and performance management for the team.
• Assist with hiring, onboarding, and training activities.
• Delegate work assignments and ensure service objectives are achieved.

Skills

Customer service

Warranty management

Project management

Leadership

Construction knowledge

Travel locally

Education

Associate degree in Construction Management

Associate degree in Business Administration

Associate degree in Hospitality Management

Tools

Microsoft Office Suite

CRM software

Warranty management software

Scheduling software

Job description

Goindigoliving is seeking a Customer Care Manager to lead warranty administration, homeowner communications, and trade partner coordination. You will schedule services, resolve issues, and drive quality improvements across construction, design, purchasing, and operations.

The role emphasizes exceptional customer service, root cause analysis, and performance management to enhance homeowner satisfaction and ensure adherence to warranty standards.