The Warranty Technician, what we refer to as a Client Services Advocate, is responsible for ensuring that each client’s experience, during their warranty period, is a uniquely exceptional experience. The Client Services Advocate I efficiently and effectively reviews, completes, manages, and resolves warranty and courtesy services. The Client Services Advocate I also acts as an advocate for our clients and represents True Homes with the highest level of integrity, character, professionalism, courtesy, and ethics.

Responsibilities:

• Owns the client experience, communication, and expectations from closing through the warranty period
• Establishes proper warranty expectations with every client by communicating throughout the process
• Manages scheduling and timely completion of warranty requests for every client so that when work is scheduled, it is completed on the first trip

• Documents and tracks all client services through completion using Punchlist Manager Software
• Monitors and manages trades for responsiveness, professionalism, and quality of work performed
• Ensures quality standards are being met on all warranty repairs
• Ensures that root causes of issues are being identified and reported
• Ensures that all processes and administrative procedures are followed consistently, completely, and accurately
• Practices True Lean culture to eliminate waste
• Completes all work necessary, required or appropriate, independently without the need for other trades
• Practices financial responsibility at all times when dealing with Trade Partners and warranty repairs
• Performs other duties as needed or required

Results/Accountability:

• Receive and maintain True Believer status.
• Meet or exceed productivity measurements.
• True Review position metrics are consistently 3 and above
• Completes Client Services Core Training as set by Quality Manager within 6 months
• Establishes proper warranty parameters by owning the client experience, communication, and expectations
• Ensures appointment dates with homeowners regarding warranty items are met 100% of the time
• Responds to Emergency calls within 1 hour when on-call
• Work orders are completed in 21 business days or less on average

Qualifications:

• High school diploma or GED required
• Associate degree in Construction Management or related field or applicable work experience preferred
• Two to four years of construction experience, residential construction preferred
• Basic computer skills required
• Valid driver’s license, current automobile insurance, and dependable personal transportation for daily regional travel required
• Ability to work some nights and weekends by phone or be dispatched for emergencies as required

General Requirements:

• Excellent attention to detail
• Ability to multi-task
• Must be able to work independently
• Strong communication skills, written, and verbal skills
• Strong organizational skills
• Ability to work in a fast-paced environment
• Regularly drive between jobs during the workday
• Comply with all company policies and procedures

• Demonstrate the qualities and character traits as defined in the True Difference

Physical Requirements:

• Ability to traverse homes, residential communities, and ungraded lots
• Ability to ascend/descend stairs and ladders
• Ability to move one’s self in confined spaces
• Ability to lift up to 25 pounds without assistance

Working Conditions:

While performing the duties of this position, the associate is regularly exposed to outside weather conditions, which may include wet and/or humid conditions, and extreme cold or extreme heat.