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Lead Warranty Specialist

Shea Homes Active Lifestyle Communities

  • Idaho, Boise
  • Permanent
  • Hourly wage plus quarterly bonus and auto allowance

POSITION OVERVIEW - LEAD WARRANTY SPECIALIST - TRILOGY VALOR

Responsible for overall management of customer care and warranty services for all homes in the community.  Maintains monthly Warranty Department measurements, also interfaces with TradePartners, Operations staff and homeowners.  Responsible for the coordination of homeowner walk-throughs, move-ins, service requests, inspections, repairs, and periodic “on-site” inspections.  Provide exceptional customer service to everyone daily.

DETAILED DUTIES AND RESPONSIBILITIES - ESSENTIAL FUNCTIONS

1) Provide quality Customer Care to all internal and external customers

  • Primary contact for homeowners who escalate issues or who are involved in complex situations
  • Facilitate Homebuyer Survey monthly meetings and all tasks associated with reviewing, improving, maintaining, communicating, and following-up on trends
  • Conduct periodic home-site visits and knowledgeable of all homes built in Northern California active adult communities
  • Compose written correspondence regarding warranty issues and homeowner inquiries
  • Monitor and assist TradePartners with productivity and complex homeowner issues

2) Provide leadership and direction to the warranty team and associates to improve overall customer satisfaction and departmental efficiency

  • Monitor productivity through daily, weekly and monthly reports
  • Facilitate monthly customer service meetings
  • Provide guidance in PDP
  • Assist, support, and coach on complex problem resolution

3) Interface and facilitate communication with internal customers, cross-functional teams and TradePartners

  • Participate in PIT’s, Sales, Construction, TradePartner, and Operations meetings
  • Provide information and feedback to Purchasing Dept. to reduce product deficiencies
  • Analyze, measure, and implement Process Improvement efforts
  • Review daily, weekly, and monthly measurements
  • Automate and streamline warranty processes
  • Communicate trends and action steps for improvement
  • Scrutinize invoices to reduce temporary labor costs

Shea Homes Active Lifestyle Communities 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

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