Warranty Service Leader — Customer Experience

Shea Properties; Culpeper (VA); On-site; USD 55,000 - 75,000; Full time

Job summary

Shea Homes seeks a Warranty Specialist to manage customer service activities and reporting for the Warranty Department, ensuring satisfaction and quality standards across TradePartner interactions. You will lead scheduling, QA reviews, and safety while mentoring staff to deliver proactive service within Shea Homes policies.

This on-site role in Culpeper, VA offers opportunities to improve processes and maintain a safe working environment while upholding Shea Vision, Purpose and Values.

Qualifications

• High school diploma or equivalent required; BA/BS degree preferred.
• Advanced computer skills in MS Office and Shea operating systems.
• Proficient business writing skills.
• Demonstrates execution of check request & insurance claim processes.
• Understanding of Shea Homes policies and procedures.
• Proven problem solving capabilities and leadership abilities.

Responsibilities

• Establish and maintain regular and proactive communication with internal customers and homeowners.
• Manage and resolve customer issues within company goals and communicate progress.
• Review surveys and reporting tools to understand trends and adjust accordingly.
• Educate homeowner on care and maintenance of their home.
• Meet response time goals and ensure timely and accurate paperwork.
• Hold TradePartner and suppliers accountable to schedule system and confirm schedule daily.
• Verify options selection and perform quality reviews and follow-up actions.
• Perform 1-5-11-15 month visits and rapid response as needed.
• Understand and champion Shea Homes safety program and maintain clean sites.
• Develop and maintain positive relationships with TradePartners and review invoices daily.

Skills

Leadership

Communication skills

Problem solving

Customer service

Mentoring

Multi-tasking

Process improvement

Quality assurance

Education

High school diploma or equivalent

BA/BS degree preferred

Tools

MS Office

Shea operating systems

Job description

Shea Homes seeks a Warranty Specialist to manage customer service activities and reporting for the Warranty Department, ensuring satisfaction and quality standards across TradePartner interactions. You will lead scheduling, QA reviews, and safety while mentoring staff to deliver proactive service within Shea Homes policies.

This on-site role in Culpeper, VA offers opportunities to improve processes and maintain a safe working environment while upholding Shea Vision, Purpose and Values.