Head of Customer Service and Experience

Job Description

David Weekley Homes is seeking a Warranty Service Manager dedicated to delivering an exceptional customer experience for our homeowners.

Our Warranty Service Managers oversee the post‑construction phase of our homes to ensure homeowner satisfaction and uphold David Weekley Homes' quality standards. They manage the warranty process, visiting the home to address homeowner concerns, determining warranty eligibility, coordinating repairs, and ensuring all work aligns with our standards and warranty guidelines.

What You'll Do

Engage with homeowners in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships

Respond quickly, professionally, and accurately to homeowner warranty concerns

Home visits to inspect issues and determine if the concern is eligible under warranty

Work with homeowners and subcontractors to resolve the issue quickly and correctly

Conduct research with available resources to satisfy homeowner inquiries

Say "no" when necessary, hold firm on decisions, and overcome objections in a professional manner

Coordinate and schedule all warrantable repairs with contractors and homeowners

Follow up, inspect, and ensure completion of all repairs

Hold contractors accountable for results

Maintain records of issues and resolutions in the warranty database for management reviews

Instruct customers on how to maintain their homes, as well as communicating what items are not warrantable

Manage a budget

Achieve high levels of homeowner satisfaction

Qualifications

Positive attitude with excellent verbal communication and interpersonal skills

Show resilience under pressure, dealing with negativity and confrontational situations in a professional manner

Self‑starter with excellent time management, scheduling and follow‑up skills required

Comfortable holding subcontractors accountable for the quality of their work and making independent decisions

Previous experience in the home building industry and/or some home repair experience is helpful, but not required

Experience managing budget/costs is a plus

Work Location

Our most urgent opening is in communities to the South and West of Charlotte.

What We Offer

We offer an excellent benefits package that includes:

Health Insurance - Medical, Dental and Vision

401k and discretionary 8% match

Employee Stock Ownership Plan

Profit Sharing

Vacation, Paid Holidays, plus PTO

New Home Discount for Team Member and Family

College Scholarship Program

Community Outreach

Sabbaticals

And more!

David Weekley Homes is an Equal Opportunity Employer, and all qualified applicants will receive consideration for employment without regard to any status protected by state or federal law.

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