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 efficiently and effectively reviews, completes, manages, and resolves warranty and courtesy services. The Client Services Advocate 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 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.