Warranty Specialist (Residential Construction)

Warranty Specialist (East Valley)

Keeping customers happy is a critical part of any strategy for business growth. And central to that effort, our frontline Warranty Specialists have the essential skills to actively listen to customers when they relay issues and develop creative solutions.

Our Warranty Specialists role is to manage, direct, and accept accountability for all customer service activities and reporting functions associated with the warranty Department. This position provides a comprehensive training program including 90-day mentoring, job exchanges, and hands-on training from a customer's perspective. Ultimately, you will be leading and managing all activities within the warranty process, thus optimizing the effectiveness of TradePartners, ensuring compliance with Shea Homes' customer satisfaction & quality assurance standards, and maintaining a safe work environment.

If you possess a positive attitude, have great organizational skills, are focused on continuous improvement, and have a passion for the customer, then this Warranty Specialists role will be in alignment with your goals.

Knowledge/Experience

• Homebuilding warranty experience preferred
• High school diploma or equivalent required; BA/BS degree preferred
• Advanced computer skills in MS Office and Shea Homes operating systems
• Proficient business writing skills
• Demonstrates proficiency in check request & insurance claim processes
• Understands, adheres to and mentors others in regards to Shea Homes policies and procedures
• Proven problem-solving capabilities
• Demonstrates Shea Homes Vision, Purpose and Values
• Working knowledge and understanding of Shea Homes warranty program and manufacturer warranties
• Demonstrates effective leadership skills
• Knowledge of construction process

Specific Responsibilities

Key Result Area #1 Customer Satisfaction

• Establish and maintain regular and proactive communication with internal customers and homeowners
• Manage and resolve customer issues within company goals and communicates progress on completion
• Review feedback and associated reporting tools to understand trends and adjust accordingly
• Educate homeowner on the care and maintenance of their home
• Ensure that the homeowner is fully aware of the policies and procedures in requesting customer service and emergency service

Key Result Area #2 - Scheduling

• Meets response time goals set for each quarter
• Timely and accurate paperwork processing
• Effective management of daily schedule
• Review homeowner lot file, prior to scheduled appointment
• Follow through on a timely basis on all customer issues
• Ensure TradePartners and suppliers are confirmed and on schedule
• Guarantee home is ready for next scheduled trade
• Adhere to the Quality Performance Review #7 (Team walk) process

Key Result Area #3 - Quality Assurance

• Complete milestone Quality Performance Reviews (QPR), document corrective actions, and follow-up to ensure completion of corrective items post-close
• Perform QPR #7, Customer Walk Thru and Home Delivery
• Educate the homeowner on feature / function / benefit of products in their home
• Verify options selected
• Perform 1-5-11 month visits and Service Requests
• Perform Targeted Reviews
• Proficient knowledge of water intrusion protocol

Key Result Area #4 - Safety and Site Management

• Understand and champion the Shea Homes safety program
• Ensure each home site is left clean after repair work has been completed
• Participate in weekly safety observations

Key Result Area #5 - TradePartner Management

• Develop and maintain positive relationships with TradePartners
• Confirm with TradePartners for next day appointments
• Ensure complete knowledge of TradePartners scope of work
• Complete same-day purchase order requests

Key Result Area #6 - Cost Management

• Demonstrates proficiency of customer service software for generating work orders and follow up cost tracking
• Hold TradePartners accountable for applicable charges related to workmanship
• Have knowledge of risk management elements to avoid litigation

Qualities for Position:

• Positive attitude and outlook
• Active participation
• Effectively handles and mediates customer situations
• Successfully manages internal and external customer needs
• Excellent organizational skills and ability to multi-task
• Track open or incomplete service items until complete
• Regularly provides solutions
• Demonstrates ability to share "best practices"
• Utilizes reports and measurements
• Proficient written and verbal communication skills
• Ability to facilitate meetings and process improvement
• Attention to detail and thoroughness

Shea Homes is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

EOE/M/F/D/V

J.F. Shea Family of Companies