Warranty Specialist (Customer Service)

Employment Status:


Full Time

Pay Range:


$80,000 to $90,000

Dept.:


Warranty

WARRANYT SPECIALIST SUMMARY

Establishing, maintaining, and continually improving "total customer satisfaction" are the primary focus of the Warranty Specialist ("WS"). The WS will facilitate and enhance the final delivery of each and every home in the community. The WS will continually assure and improve the quality of construction for each and every home in the community.

Most critical to the success of a Warranty Specialist, is the sole ownership and acceptance of responsibility for the thorough education and assured understanding (by both internal and external customers), of all items that are deemed actionable within the parameters of the Shea Homes One-Year Limited Warranty, budget, and Trade Partner obligations. Included in that education must be the required maintenance procedures, clearly defined as, "homeowner responsibility", to ensure the preservation and enhancement of the home's integrity and longevity. The successful execution and completion of all warrantable items can only be achieved when these parameters are clearly explained by the WS and understood by all involved parties.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
• Undertake additional communities and assume their responsibilities. This could be either open and/or closed communities.
• Research and complete HIGH LEVEL projects assigned by Warranty Manager. Research includes, but is not limited to, reviewing lot files [for all related information], consulting with other Warranty Specialists, Assistant Field Managers, Field Managers, Construction Managers, and/or TradePartners. Completed research will be presented to Warranty Manager in an organized manor with recommendation(s).
• Train new WSs on Quality Walks, Pre-Walks, Final Walks, SR Assessments, 30-day and 11-month walks. Familiarize them with the Customer Service Process & Procedure Manual.
• Mentor other WSs.
• Volunteer/manage/facilitate projects that would benefit the Warranty Department.
• Lead, organize & facilitate presentations, meetings, and functions, including involving other group members and keeping them focused on the project.

I. Responsible for Resolution of All Customer Issues with Appropriate Team Members/Trade Partners, from Final Home Orientation -Through- Ten (10) Year Liability
• Accepts full responsibility of each home/homeowner within assigned project, from close of escrow through the 10-year liability.
• Full understanding and practice of Shea Homes Philosophy towards homeowners.
• Expert on Shea Homes Warranty, and Title 7.
• Review homeowner lot file, prior to scheduled appointment.
• Follow through on a timely basis, all customer issues, as applicable.
• Monitor and intercede, on a timely basis, progress and completion of all repairs by Trade Partners or assigned personnel.
• Responsible for the Presentation of a Professional Image - At All Times.

I. Responsible for Quality -Walk Through of Home
• Conduct Quality Walk, five to seven days prior to Pre-Walk.
• Thoroughly document on Quality-Walk Form, all issues that need to be completed prior to Pre-Walk.
• Ensure that all options have been installed (including but not limited to room options, appliances, Design Center options).
• Provide copies of Quality-Walk form to both on-site Construction Team and Warranty Department Central Operations.
• Organize with construction the completion of any Quality-Walk Through items prior to Pre-Walk.
• Work in harmony with construction to complete any items (including but not limited to scheduling Trade Partners, ordering material).

I. Responsible for Pre-Walk of Home
• Ensure that all Quality-Walk items have been completed.
• Conduct with Construction Pre-Walk Through.
• Ensure that home is "Move in Ready" prior to Pre-Walk.
• Ensure that homeowner is educated on all products and warranties within the home.
• Review with homeowner Shea Homes Limited One Year Warranty and process of obtaining service.
• Assist construction in the completion of any Pre-Walk Through items prior to Final Orientation.
• Work in harmony with construction to complete any items (including but not limited to scheduling Trade Partners, ordering material).
• Ensure that all Construction and Warranty documentation is completed accurately and distributed to the proper Departments of Shea Homes in a timely basis.

I. Responsible for Final Orientation of Home
• Ensure all Pre-Walk Through items are completed (PRIOR to Final Home Orientation).
• Consistently and continually ensure that all Shea Quality Standards are met -and- exceeded.
• Personally, conducts Final Home Orientation with the customer(s).
• Ensure that homeowner is fully aware of the terms and conditions of the Shea Homes Limited One Year Warranty and appliance warranty.
• Ensure that the homeowner is fully aware of the policies and procedures in requesting warranty, customer service, and emergency service.
• Collaborating with construction to ensure all Final Home Orientation items are completed prior to homeowner taking possession of home.
• After Walk Through is completed, construction lot must be submitted within one (1) day to Warranty Department.

I. Responsible for All Warranty Service Requests
• Thoroughly review each customer's lot file and current status (PRIOR to assessment appointment).
• Be punctual to homeowners scheduled appointment. If running late or must reschedule, you are to notify homeowner immediately.
• Determine items to be repaired. If Shea Homes will not repair an item, it is the WR's responsibility to explain in detail why, and when necessary, follow up in letter form.
• WR has the authority/responsibility of approving payable items on a SR. The dollars amount of approval is subject to classification. Therefore, depending on your classification you have the authority/responsibility of approving payable items.
• Ensure all assessed information is entered into the Warranty Data Base System. Any accompanying reports and pictures must be sent to the Warranty Department Central Operation Center no more than 24-hours after an assessment with a homeowner.
• Facilitate timely response, execution and completion of all customer issues.
• Perform repairs as appropriate.
• Monitor and intercede, as necessary, timely action, progress and completion of all repairs by Trade Partners, as applicable.
• All repairs are to be completed on the date promised to the homeowner in accordance with Shea Homes Warranty scheduling process.
• Every Friday, Service Request Detail Report by WR must be submitted to the Warranty Coordinator.

I. Responsible for One-Month Walk Through
• Thoroughly review each (One-Month) customer's lot file and current status (PRIOR to Walk Through appointment).
• Complete all standard services per the One-Month Program, at scheduled appointment.
• Review additional concerns with customer at scheduled appointment, make all corrections the same day when necessary.
• Ensure all assessed information is entered into the Customer Service Data Base System (CFT). Any accompanying reports and pictures must be sent to the Customer Service Department Central Operation Center no more than 24-hours after an assessment with a homeowner.
• Schedule and monitor repairs deemed actionable at the One-Month Walk Through, and ensure all repairs are completed on the date promised to the homeowner in accordance with Shea Homes Customer Service scheduling process.

I. Responsible for Eleven-Month Quality Assurance Walk Through
• Thoroughly review each (Eleven-Month) customer's lot file and current status (PRIOR to Walk Through appointment).
• Complete all standard services per the Eleven-Month Program, at the scheduled appointment.
• Review additional concerns with customer at scheduled appointment, make all corrections the same day when necessary.
• Ensure all assessed information is entered into the Warranty Data Base System. Any accompanying reports and pictures must be sent to the Warranty Department Central Operation Center no more than 24-hours after an assessment with a homeowner.
• Schedule and monitor repairs deemed actionable at the Eleven-Month Walk Through, and ensure all repairs are completed on the date promised to the homeowner in accordance with Shea Homes Warranty scheduling process.
• Monitor and intercede, on a timely basis, progress and completion of all repairs by Trade Partners.
• Every Friday, Service Request Detail report by WS must be submitted to the Warranty Coordinator.

I. Responsible for inputting all assessed service request information into the Warranty Data Base System including but not limited to:
• All assessed Service Request information must be accurately entered into the Warranty Data Base System at the end of each workday.
• Any accompanying reports and pictures must be sent to the Warranty Department Central Operation Center no more than 24-hours after an assessment with a homeowner.
• All Trade Partners are guaranteed a detailed Work Order seven (7) days prior (or sooner depending on your commitment to the homeowner) to scheduled appointments with the homeowners.

Other duties may be assigned.

REQUIREMENTS/QUALIFICATIONS
• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The job also requires driving, a valid license, a good driving record and car insurance.

EDUCATION and/or EXPERIENCE
• Managed three or more projects simultaneously, Ability to manage/facilitate/follow through on high level assessments (structural, soils related etc.) with Trade Partners, Consultants, City Officials, in the presents of the homeowner, Training Skills, Presentation Skills, and Leadership Abilities.
• Two years related experience in customer service construction industry and construction trade background. Certificate, license and/or registration a plus.
• Scheduling Trade Partners, ability to deal with homeowners in difficult situations and follow through with them on a timely basis of scheduled work; time management.

SKILLS PROFILE
• Action Oriented, Dealing with Ambiguity, Career Ambition, Compassion, Creativity, Directing Others, Intellectual Horsepower, Personal Disclosure, Personal Learning, Self Development, Standing Alone, Technical Learning, Time Management.
• Computer Skills, Constructions Trade Background, Scheduling Background, Bilingual Skills a plus, Approachability, Composure, Conflict Management, Customer Focus, Timely Decision Making, Decision Quality, Drive for Results, Ethics & Values, Functional/Technical Skills, Informing, Integrity and Trust, Interpersonal Savvy, Learning on the fly, Listening, Negotiating, Managing Diversity, Organizing, Patience, Peer Relationships, Perseverance, Planning, Problem Solving, Priority Setting, Self-Knowledge, Work/Life Balance, Written Communications.

SUPERVISORY RESPONSIBILITIES
• The Warranty Specialist is directly responsible for the satisfactory completion of all customer issues. This includes timely follow through of Trade Partners, consultants, or any other assigned individual or task assigned to the issues.

LANGUAGE SKILLS
• Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
• Ability to write routine reports and correspondence.
• Ability to speak effectively before groups of customers or employees of organization.

MATHEMATICAL SKILLS
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume.

REASONING ABILITY
• Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.
• Ability to deal with problems involving several concrete variables in standardized situations.

PHYSICAL DEMAND/WORK ENVIRONMENT

The physical demands and work environment characteristics described here are representative of those that must be met by and individual 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 associate is regularly required to talk and hear. The associate frequently is required to walk and sit, and occasionally is required to stand. The associate must occasionally lift and/or move up to approximately 50 pounds.

The noise level in the work environment is usually quiet to moderate. On the jobsite, caution should be taken to avoid noise levels.

EOE M/F/D/V.