Sr. Warranty Manager (2151)

Job Purpose:

To research and respond (via phone and in person) to all customer service inquiries received from DRB Homes new home customers.

Duties and Responsibilities

Job Purpose:

To research and respond (via phone and in person) to all customer service inquiries received from DRB's new home customers.

Duties and Responsibilities

• Respond to homeowner warranty work orders
  • Responsible for technically complex work orders that require in-depth construction knowledge and problem-solving ability
• Investigate and determine need for service; act as liaison between homeowners and subcontractors to schedule service and follow-up
• Determine if the company compensates service requests based on established company policies and procedures
• Identify and report to their supervisor any potential home construction defects
• Approve service invoices and monitor service repair budgets
• Be a resource of support for Warranty Managers to include training, assistance, and guidance
• Other duties as assigned

JOB REQUIREMENTS:

Knowledge and Skills

• Excellent phone etiquette
• Excellent verbal communication skills
• Punctual
• Professional appearance and manner
• Ability to work independently on assigned tasks as well as to accept direction on given assignments
• Customer service driven
• Must have home building experience in field work
• Displays a friendly, enthusiastic, respectful, and personable manner
• Must be proficient in Microsoft Office Suite
• Ability to work under pressure; organized
• Ability to multitask; coordinate numerous activities and groups of people
• Highly motivated; ability to work with minimal supervision
• Strong team player; works with diverse groups of people
• Commitment to customer service
• Ability to read and fully comprehend construction blueprints specifications and development plans 

Education and Work Experience

• Prior customer service experience preferred
• 5-10  years’ experience in the residential construction industry as a Warranty Manager   
• Must have a High School diploma or equivalent and successful completion of college courses in Residential Homebuilding Construction

WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing their essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  Work is performed primarily in a standard office environment.

Work is performed outdoors the majority of the time.  This exposes the employee to the extremes of weather experienced in the local region, potentially including high temperatures in excess of 100 degrees, low temperatures below 20 degrees, rain, snow, sleet, and ice, high winds (30 or more knots).  Noise levels may occasionally be high when observing some work being performed by trade contractors.  The employee often drives from one job site to another and to other locations as required, possibly exceeding 400 miles per week.  Hazards expected to be encountered are those common to a house construction area.

PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to use hands to handle, or feel objects, tools, or controls; reach with hands and arms; and talk and hear.  The employee is required to sit for extended periods of time while driving an automobile, or using computer, telephone, and other administrative tools. The individual must be able to pick up objects weighing at least 40 pounds, and operate hand tools (both manual and power) and other equipment such a ladders (to climb on roofs of homes), shovel and rake, pressure washers, carpet cleaners, spray painters and post hole diggers

INTENT AND FUNCTION OF JOB DESCRIPTIONS

Job descriptions assist organizations in ensuring that the hiring process is fairly administered and that qualified employees are selected. They are also essential to an effective appraisal system and related promotion, transfer, layoff, and termination decisions. Well constructed job descriptions are an integral part of any effective compensation system. All descriptions have been reviewed to ensure that only essential functions and basic duties have been included. Peripheral tasks, only incidentally related to each position, have been excluded. Requirements, skills, and abilities included have been determined to be the minimal standards required to successfully perform the positions. In no instance, however, should the duties, responsibilities, and requirements delineated be interpreted as all-inclusive. Additional functions and requirements may be assigned by supervisors as deemed appropriate. In accordance with the American with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the organization. Job descriptions are not intended as and do not create employment contracts. The organization maintains its status as an at-will employer. Employees can be terminated for any reason not prohibited by law.