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Construction Warranty Representative

Company: View Homes
Location: Longmont
Posted on: November 22, 2021

Job Description:

The Customer Care Representative will be present at every Warranty request appointment to ensure sub-contractor compliance and complete Homeowner satisfaction, to perform minor Warranty repairs as necessary and, to contribute to the overall Homeowner's satisfaction as a Views Homes' representative.

As a leader in this organization, it is imperative that the Customer Care Representative maintain a mindset of continual improvement and work diligently to foster a culture of continual improvement within your team, your department and the company.
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Reporting: The Customer Care Representative will report to the Customer Care Manager.
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AUTHORITY: The following are granted to the Customer Care Representative
To exercise the responsibilities, and perform the day-to-day duties, of this position. This includes full decision-making authority for all responsibilities and duties managed, within the guidelines provided by the company's Employee Manual and Operations Manual.

To inspect the performance and adherence to quality standards of work, completed by our subcontractors.
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RESPONSIBILITIES: The following are upheld by the Customer Care Representative:
- Role Model and live the Company's Values and Behaviors. Know the Company's Vision, Mission, and Objectives and continually communicate and reinforce these to Team Members.

Adhering to the codes of the company's Employee Manual.

Maintaining a constructive environment at work. This includes self-evaluating work performance.

Developing and adhering to written Standard Operating Procedures for all aspects of this position.

Adhering to departmental operating guidelines.

Ensuring customer satisfaction with completed repair work.

Ensuring all parties involved are updated about repair work to be performed or to be rescheduled.
Maintaining positive communication channels to facilitate the unrestricted flow of information through the department and to other departments. This includes attending monthly departmental meeting as well as helping resolve interdepartmental conflicts.

Providing insightful and enthusiastic teamwork that generally creates positive attitudes and builds supportive morale.

- Participating in training seminars when needed to further product knowledge and procedural proficiencies.

- Conducting the operations of Warranty repairs within established budgets.

- Using and submitting all forms and reports in a complete, accurate, and timely basis. This includes respecting and maintaining proper filing systems.

Ensuring you present yourself in a professional manner at all times.

Maintaining all external relationships consistent with the objectives, operating philosophy, and desired image of the company, re: customer relations, public relations, vendor relations, community relations.

- Maintaining confidentiality on all corporate subjects so classified.

- Foster, encourage, and reward a fun, positive, successful values-based culture!
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PRINCIPAL DUTIES:
The following duties are performed by the Customer Care Representative:
Customer Care Representative will be present at every appointment possible scheduled by that community's assigned Customer Care Specialist.
Will arrive at appointment 10 minutes early and review items on list with homeowner prior to sub-contractor(s) arrival. (1)
Will greet sub-contractors when they arrive and get them started. (2)
Will call any sub-contractors if not at appointment within 15 minutes of appointment time. (3)
If sub-contractor(s) are no show, call office to have assigned Customer Care Specialist reschedule work with homeowner, or; (4)
Call back up sub-contractor, such as a plumber, with approval of Customer Care Manager. Original sub-contractor will be back charged. (5)
Will go to next scheduled appointment and repeat steps 1-5 at next appointment.
If all work is completed, will get signature of homeowner on work order. If all work is not completed, will get homeowner to initial off on completed line items.
Customer Care Representative will make sure that homeowner has their Homeowner's Manual and is made aware of regular homeowner maintenance items, as necessary.
Customer Care Representative will keep current copies of the Homeowner's Manual and other publications as necessary on hand at all times.
Will perform simple repairs (i.e. caulking) and help homeowners with simple "how- to" instructions to insure proper maintenance of their home.
Perform other duties as assigned by the Customer Care Manager.
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PERFORMANCE REQUIREMENTS:
The following are required of the Customer Care Representative:
To verify the homeowner is satisfied with the completed repair work.
All warranty information, related to that call back, is documented on the work order(s) in an accurate and timely manner.
Warranty work is completed within the appointment times scheduled and within 7 days after the customer reports a valid problem.
Attend periodic field training to acquire more knowledge about the construction process.
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MINIMUM QUALIFICATIONS:
The following are expected of the Customer Care Representative:

EXPERIENCE: Minimum two years hands-on experience in these or related
functions. Bilingual preferred.
EDUCATION: Minimum two years college, professional or vocational training in this
field, or exceptional direct experience.
EEO/OSHA/ADA: Able to manipulate and use CRT/screens, keyboards,
mouse/pointing devices, etc., associated with contemporary computers. Able to sit or
stand for extended periods of time.

Keywords: View Homes, Longmont , Construction Warranty Representative, Professions , Longmont, Colorado

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