Residential Warranty & Customer Service Manager

DH Homes; Houston (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

DH Homes is seeking an experienced Residential Warranty & Customer Service Manager to oversee post-closing warranty services and homeowner inquiries at field-based communities. You will manage warranty requests from submission through completion, determine coverage, coordinate subcontractors, and ensure timely closeout.

The ideal candidate will possess strong knowledge of residential construction, excellent communication with homeowners and trade partners, and a proactive approach to resolving

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of residential construction, warranty, or homebuilding customer service experience preferred.
• Working knowledge of residential construction systems (HVAC, plumbing, electrical, roofing, foundations, drywall, flooring, finishes).
• Experience coordinating subcontractors and managing repair schedules.
• Proficiency with Microsoft Outlook, Excel, and Word.
• Experience with BuildPro or similar software preferred.
• Bilingual English/Spanish preferred.

Responsibilities

• Manage homeowner warranty requests from submission through completion.
• Determine warranty coverage per established standards and escalate disputes as needed.
• Schedule and coordinate repairs with subcontractors and trade partners.
• Maintain repairs within 7 days when feasible and verify workmanship before closeout.
• Maintain accurate documentation of all warranties, communications, and repairs.
• Identify recurring warranty issues and report trends to management.

Skills

Communication skills

Organization & time management

Problem-solving

Multi-tasking

Independent work

Bilingual English/Spanish

Education

High school diploma

Tools

Microsoft Outlook

Microsoft Excel

Microsoft Word

BuildPro

Job description

Location: Field-Based / Assigned Communities

Department: Construction & Customer Service

Reports To: Director of Operations

Position Overview

DH Homes is seeking an experienced, highly organized Residential Warranty & Customer Service Manager to manage post-closing warranty service and homeowner concerns.

This position is responsible for managing warranty requests from initial submission through completion, including evaluating warranty coverage, coordinating subcontractors, communicating with homeowners, inspecting repairs, and ensuring timely closeout.

The ideal candidate has a strong understanding of residential construction, communicates professionally with homeowners and trade partners, and takes ownership of resolving issues efficiently while maintaining DH Homes' warranty and quality standards.

Key Responsibilities

Warranty Management

• Receive, evaluate, document, and manage homeowner warranty requests from submission through completion.
• Determine warranty coverage in accordance with DH Homes' established warranty standards and procedures, escalating disputed or unusual matters as appropriate.
• Schedule and coordinate repairs with subcontractors and trade partners.
• Maintain a target of completing actionable warranty repairs within 7 days whenever reasonably feasible, recognizing that timing may depend on the scope of work, material availability, homeowner access, and trade scheduling.
• Inspect completed repairs as necessary to verify satisfactory workmanship before closing warranty items.
• Maintain accurate documentation of warranty requests, homeowner communications, scheduled work, and completed repairs.
• Identify recurring warranty issues and report trends to management.

Subcontractor Coordination & Accountability

• Coordinate directly with subcontractors to ensure warranty work is scheduled and completed promptly.
• Hold trade partners accountable for workmanship, scheduling commitments, and completion of assigned repairs.
• Verify that warranty repairs meet DH Homes' quality standards.
• Escalate repeated trade performance issues or unresolved repairs to the appropriate construction leadership.
• Maintain professional and productive relationships with subcontractors and vendors.

Homeowner Communication & Customer Service

• Serve as the primary point of contact for homeowners throughout the warranty process.
• Provide clear and timely communication regarding warranty coverage, repair schedules, status updates, and expected completion.
• Explain DH Homes' warranty procedures and applicable coverage to homeowners.
• Conduct warranty orientations and coordinate applicable post-closing warranty visits.
• Address homeowner concerns professionally while maintaining appropriate expectations regarding warranty coverage and company responsibilities.
• Document all material homeowner communications and warranty decisions.

Quality Assurance & Construction Support

• Conduct field inspections to evaluate reported concerns and verify completed repairs.
• Work with Builders and construction leadership to identify and reduce recurring construction deficiencies.
• Participate in construction and warranty meetings as required.
• Provide feedback regarding subcontractor workmanship and performance.
• Assist with pre-closing and post-closing quality inspections when needed.
• Recommend improvements to warranty procedures and construction quality.

Qualifications

• High school diploma or equivalent required.
• Minimum 2 years of residential construction, warranty, or homebuilding customer service experience preferred.
• Working knowledge of residential construction systems, including HVAC, plumbing, electrical, roofing, foundations, drywall, flooring, and interior/exterior finishes.
• Experience coordinating subcontractors and managing repair schedules.
• Strong verbal and written communication skills.
• Strong organizational, follow-up, and time-management skills.
• Ability to manage multiple open warranty requests and priorities simultaneously.
• Strong problem-solving and conflict-resolution skills.
• Ability to work independently, exercise sound judgment, and elevate issues when appropriate.
• Proficiency with Microsoft Outlook, Excel, and Word.
• Experience with BuildPro or similar construction/warranty management software preferred.
• Bilingual English/Spanish preferred, particularly for communication with trade partners.

Performance Expectations

Success in this position will be measured by timely warranty completion, accurate documentation, effective homeowner communication, quality of completed repairs, subcontractor accountability, and reduction of recurring warranty issues.