Customer Service and Warranty Manager

About the Role:

A new home is one of the biggest purchases of a lifetime, and what happens after the keys are handed over determines whether a homeowner becomes a lifelong advocate. The Customer Service and Warranty Manager manages that experience, serving as the primary contact for homeowners, coordinating with construction teams, subcontractors, and suppliers to resolve warranty issues, and shaping policies that reduce post-sale issues.

Minimum Qualifications:

• Bachelor's degree in Construction Management, Business Administration, or a related field, or equivalent work experience.
• Two years in customer service, warranty, and construction management within residential construction.
• Strong knowledge of single-family home construction and common warranty issues.
• Excellent communication and interpersonal skills across homeowners, contractors, and internal teams.
• Proficiency with customer relationship management (CRM) software and Microsoft Office Suite.

Preferred Qualifications:

• Experience with single-family home builders or a similar warranty management role.
• Certification in Construction Management or Customer Service Management.
• Familiarity with U.S. home building codes, standards, and warranty regulations.
• Ability to analyze data and generate reports that improve warranty processes.
• Project management experience handling multiple warranty cases simultaneously.

Physical Requirements:

• Ability to walk active construction sites and completed homes, including climbing stairs and ladders and navigating uneven terrain.
• Ability to inspect attics, crawl spaces, and other confined areas as needed to assess warranty issues.
• Ability to lift and carry up to 25 pounds occasionally.
• Ability to sit, stand, and use a computer for extended periods in an office setting.
• Valid California driver's license and ability to travel between job sites and homeowner properties.

Responsibilities:

• Serve as the primary contact between homeowners and the construction team, resolving inquiries and warranty claims.
• Manage the warranty process end-to-end, scheduling inspections, coordinating repairs, and following up to confirm satisfaction.
• Maintain detailed records of warranty requests, repairs, and communications to surface trends and improvement areas.
• Partner with internal departments and external vendors to ensure warranty work meets standards and timelines.
• Train customer service reps and field staff on warranty policies and homeowner interaction best practices.
• Analyze warranty data to recommend construction and service improvements that reduce future claims.
• Proactively communicate with homeowners by setting expectations, providing updates, and ensuring a positive ownership experience.

Skills:

Clear, effective communication and construction knowledge enable accurate diagnosis of warranty issues and effective coordination with subcontractors.


Compensation and Benefits

What We Offer

San Joaquin Valley Homes offers a comprehensive salary and benefits package.

Starting Salary Range: $90,000-$110,000 annually DOE, plus year-end bonus opportunities.
• Health Coverage : Medical, dental, and vision insurance.
• Life Insurance : Base life insurance is provided at no cost to employees.
• Supplemental Plan Options : Voluntary plans for life, accidental, hospital, long-term disability, and critical illness coverage.
• Flexible Spending Accounts : Available for healthcare and dependent care.
• Retirement Savings : 401(k) plan with employer match.
• Paid Time Off : PTO accrual program and company holidays.
• Wellness Support : Gym membership and wellness program.
• Professional Growth : Opportunities for education, training, and development.
• Employee Discounts : Discounts on new homes and products from preferred suppliers.
• Collaborative and supportive team environment.