Customer Care Warranty Representative

Overview

Opening our doors in 2017, Starlight Homes builds homes designed specifically for the first-time homebuyer. Our goal is to make the dream of homeownership a reality for everyone, offering expertly crafted homes at an affordable price and ensure its customers’ first journey into home buying is simple, smooth, and reassuring. Our New Home Sales Consultants take care of our customers throughout every step of the process regardless of their situation, we are here to help. Together with our parent company, 2023’s Builder of the Year Ashton Woods, we have welcomed over 60,000 people to their new home. Our company’s commitment to innovation and continually evolving to meet the needs of the market is a key reason we have seen the success we have. We believe that what we accomplish together is greater than what we deliver individually. Our team members have inspired the shared values we embrace in all decisions and actions: Unwavering Integrity, Trail Blazing, Bold Action, Collective Compassion, and Unconditional Respect.

Headquartered in Atlanta, Georgia, Starlight sells new homes in Atlanta, Austin, Charleston, Dallas, Houston, Myrtle Beach, Nashville, Orlando, Phoenix, Raleigh, San Antonio and Tampa.

Position Overview

Responsible for resolution of all post-closing concerns with Starlight customers and trade partners. Play an active role in communities ensuring Starlight Homes delivers a quality finished product to attain high customer satisfaction.

Responsibilities

• Manage customer care program in a manner which is consistent with construction practices resulting in satisfied Starlight Homes customers.
• Receive, evaluate, and resolve customer care requests in a timely manner.
• Utilize company software to schedule and resolve warrantable items with assigned trade partners.
• Analyze trends in service work and warranty obligations to identify root causes of errors and possible solutions.
• Develop and implement procedures and programs which correct root causes of warranty obligations.
• Develop and implement a service work scheduling process which results in timely completion of needed warranty work.
• Perform quality inspection program on completed homes to ensure quality product.
• Maintain an effective working relationship with trade partners.
• May function as primary Starlight Homes representative for multiple Starlight Homes communities.
• Cross train with Construction team as appropriate.
• Oral and written communications both internally and externally.
• Other duties as assigned by Manager.
  
  

Qualifications

• Bachelor’s Degree with emphasis in Construction Management or similar degree preferred or equivalent years of direct, on-site construction or warranty service experience with production builder
• High School diploma or equivalency required
• A valid driver’s license and valid insurance for any motor vehicle used to provide transportation as required by the position
• Knowledge of Construction Standards and Methods
• Conflict resolution skills
• Computer literacy, proficiency with Outlook, excel, Word, Power Point, and ability to learn new programs as needed
• Ability to review, analyze and interpret information as well as trouble-shoot to solve problems
• Knowledge of business English and ability to communicate patiently and professionally with both internal and external customers both orally and in writing
• Professionalism in both appearance and behavior required for working directly with homeowners
• Minimum of one-year direct experience in production building or warranty service
• Construction or building industry experience mandatory
• A minimum of 3 years Subcontractor Management experience