Warranty Representative

At Van Metre, we believe that each employee contributes directly to our growth, success, and culture. We seek out candidates who love to challenge themselves and work with others to fulfill this role. Van Metre is seeking a skilled Warranty Representative within the New Homes Division ! As the Warranty Representative, you will develop and grow to own the homeowner experience across communities by guiding homeowners from pre- and post- home reveal and warranty period. You will have the opportunity to lead proactive service delivery, drive issue resolution with urgency and empathy, and build homeowner confidence through clarity, consistency, and care. Responsibilities: Deliver consistent, high-quality, and world-class service across new residential communities Serve as the primary point of contact for homeowner service needs and escalations Evaluate requests, determine coverage eligibility, and identify root causes Coordinate and supervise trade partners ensuring resolution of all work Maintain accurate, real-time documentation of all service activity in HubSpot and mobile platforms Attend and conduct homeowner evaluations and Reveals Collaborate with internal teams, trade partners, and vendors to deliver a seamless homeowner experience Provide insights to support continuous improvement in building methods and customer service practices Success Metrics: On-time completion for all service tickets, and reduction in ticket cycle time Satisfaction scores meet or exceed thresholds, with improvement over time Compliance with warranty documentation standards in company systems Increase in customer satisfaction scores Reduction in cycle time Qualifications: 3+ years of customer service, customer support, or client-facing experience required Experience in residential construction, property management, homebuilding, maintenance, or a related field preferred Excellent verbal and written communication skills with a professional, customer-focused approach Valid driver’s license with the ability to travel between assigned communication Ability to use Microsoft Office and learn company software such as HubSpot and mobile service platforms Work Environment Physical Requirements Full-time, Monday through Friday (8:00 AM - 5:00 PM), with rotating night and weekend emergency on-call support Field-based across assigned communities in Northern Virginia with regular check-ins at our Ashburn, VA Headquarters Ability to perform work in residential construction zones and office environments, including extended periods of walking, driving, sitting at a computer, and navigating stairs Ability to bend, lift, and carry materials such as chairs or equipment up to approximately 20 pounds Ability to work outdoors and in varying environmental conditions while conducting inspections or providing service support Who You Are: Accountable, service-minded professional who thrives in dynamic field-based environments Clear, empathetic communicator who balances policy with care in high stakes conversations Operationally disciplined, technically fluent, and driven to resolve issues efficiently and effectively Compensation and Benefits information: Van Metre offers excellent benefits, and a work environment that fosters and rewards excellence. We also promote work/life balance, including a robust Employee Wellness Program. We encourage employees to make full use of vacation and other company-paid leave to refresh their bodies and minds. Salary: $62,000-70,000 annually (Pay is commensurate with experience, education, training, and skills) There is a $3K travel allowance built into the salary listed. There is no additional bonus. Paid Time Off: 11 paid holidays; 10 vacation days, 10 sick days, Two Volunteer Days off, Two Personal Days, Day off for Annual Physical, Day off for your Birthday; Comprehensive Parental and Bonding Leave Insurance Benefits: Medical and Dental Coverage through Cigna; Vision Coverage through EyeMed; Life, AD&D, Disability Insurance; Flexible Spending Account Retirement Planning: Company Matched 401(k) Retirement Savings Plan; access to retirement planning coaches Wellness: Annual Wellness Reimbursement of up to $900 Professional Development: Tuition Reimbursement; company paid certifications, memberships, and licensures; mentoring programs; growth paths; regular performance evaluations and training opportunities Discounts: Rental and Van Metre Home purchase discounts; employee discount through Walker Title Company; employee discount through Intercoastal Mortgage Van Metre Core Values Integrity; Ownership; Respect and Dignity; Diversity and Inclusion; Teamwork; Community; Work/Life Balance Van Metre Mission Statement The mission of Van Metre Companies is to build and continually improve upon the storied reputation, earned over the years since the Company's founding in 1955, of providing top quality homes, investment properties and services to our customers and clients. The Company's emphasis on integrity, professionalism and philanthropy ingrained by our founder Albert G. Van Metre, Sr. has garnered trust and respect in the Washington, D.C. area and beyond. It is critical to our future that we maintain that reputation and assure that Van Metre Companies continues to excel in real estate development and construction and in the management of apartment, retail and office investment properties, as well as in the provision of mortgage and related services. It is the task of our dedicated, energetic, and involved professionals to advance our ability to set the benchmark for luxury living and refined commercial development. The capstone of our mission is to make the "Van Metre" signature an icon for elegant residential communities, industry leading condominium and apartment communities, as well as Class A neighborhood retail centers and office developments. #J-18808-Ljbffr