Warranty & Post-Closing Care Lead

Hubbell Realty Company; La Vista (NE); On-site; USD 65,000 - 85,000; Full time

Job summary

Hubbell Realty Company seeks a Customer Care Manager to deliver a positive post-closing homeowner experience by managing warranty service requests, coordinating repairs, and maintaining clear communication throughout the resolution process.

This leadership role oversees warranty administration, homeowner communications, trade partner coordination, service scheduling, issue resolution, and continuous quality improvement initiatives, partnering with Construction, Sales, Design, Purchasing, and

Qualifications

• Associates degree in Construction Management, Business Administration, Hospitality Management, or related field preferred.
• Equivalent combination of education and relevant experience may be considered.
• Three to five years of experience in residential construction, warranty management, customer service, project management, or a related field preferred.
• Supervisory or team leadership experience preferred.
• Experience working directly with homeowners in a service-oriented environment.
• Knowledge of residential construction practices, materials, building systems, and warranty processes.

Responsibilities

• Lead all customer care and warranty operations from homeowner inquiry through final resolution.
• Serve as the primary escalation point for complex homeowner concerns and warranty-related issues.
• Review, evaluate, and determine warranty coverage eligibility in accordance with company policies and warranty guidelines.
• Coordinate and prioritize warranty service requests to ensure timely and effective resolution timelines.
• Conduct home inspections and field visits as necessary to assess concerns and verify completed repairs.
• Manage relationships with trade partners and vendors performing warranty work.
• Establish performance expectations and hold trade partners accountable for workmanship, responsiveness and customer service.
• Track warranty costs and assist in managing departmental budgets and expenditures.
• Analyze warranty claims, recurring service issues and homeowner feedback to identify trends and root causes.
• Partner with Construction and Purchasing teams to implement corrective actions and drive quality improvements.
• Monitor homeowner satisfaction metrics and develop action plans to improve customer experience.
• Develop and maintain departmental procedures, service standards and best practices.
• Prepare reports and KPI dashboards for leadership related to response times, completion rates, customer satisfaction, recurring issues, and warranty expenditures.
• Ensure compliance with company policies, safely practices and applicable building standards.
• Provide leadership, coaching and performance management for Customer Care team members.
• Assist with hiring, onboarding, training, and development activities.
• Delegate work assignments and ensure service objectives are achieved.

Skills

Customer service

Relationship management

Communication

Conflict resolution

Project management

Organization

CRM proficiency

Warranty management software

Scheduling

Cross-functional collaboration

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

Job description

Hubbell Realty Company seeks a Customer Care Manager to deliver a positive post-closing homeowner experience by managing warranty service requests, coordinating repairs, and maintaining clear communication throughout the resolution process.

This leadership role oversees warranty administration, homeowner communications, trade partner coordination, service scheduling, issue resolution, and continuous quality improvement initiatives, partnering with Construction, Sales, Design, Purchasing, and