Home Warranty Experience Lead

Caldwell-Watson-Real-Estate-Group,-Inc.; Houston (TX); On-site; USD 60,000 - 85,000; Full time

Job summary

Caldwell Companies in Houston, TX seeks a Warranty Manager for Caldwell Homes to oversee the homeowner warranty experience post-closing. You will conduct orientations, manage requests, coordinate repairs, and maintain clear communication with homeowners, vendors, and internal teams. A proactive problem-solver helps uphold quality standards.

The role emphasizes safety, accountability, and continuous improvement across warranty processes, with a focus on timely, well-communicated resolutions.

Qualifications

• Experience in residential homebuilding, construction, warranty service, or related field.
• Ability to assess a reported issue, define a clear scope of work, and manage vendors through completion.
• Strong customer service judgment with empathy and professionalism.
• Ability to manage multiple open claims and prioritize urgent needs.
• Experience with vendor scheduling, costs, and service issues.
• Excellent written documentation and record-keeping.

Responsibilities

• Lead homeowner warranty orientations, explain the warranty process, and what to expect during repairs.
• Serve as the primary point of contact for homeowners on warranty matters after closing.
• Receive, review, and document warranty requests with photos and observations.
• Evaluate requests against coverage and standards, and escalate when needed.
• Identify urgent safety issues and coordinate a prompt response.
• Create accurate warranty tickets and assign vendors with clear scope of work.
• Own each work order through execution and monitor progress to completion.
• Verify repairs address the approved scope and close the ticket.
• Issue and manage warranty purchase orders; review costs and invoices.
• Maintain accurate homeowner communications and claim records.
• Manage the open warranty backlog and report on key metrics.
• Hold vendors accountable for responsiveness and workmanship.
• Share recurring concerns with leadership for prevention and improvement.
• Attend community team meetings to discuss warranty trends and resolution needs.

Skills

Construction industry experience

Warranty service

Vendor management

Customer service

Strong written communication

Problem solving

Education

Bachelor’s degree in construction management

Tools

BuildPro

Job description

Caldwell Companies in Houston, TX seeks a Warranty Manager for Caldwell Homes to oversee the homeowner warranty experience post-closing. You will conduct orientations, manage requests, coordinate repairs, and maintain clear communication with homeowners, vendors, and internal teams. A proactive problem-solver helps uphold quality standards.

The role emphasizes safety, accountability, and continuous improvement across warranty processes, with a focus on timely, well-communicated resolutions.