• Warranty Customer Care Rep

    Ashton Woods Homes
    Job Description
    Starlight Homes is a new venture recently launched by Ashton Woods, one of the nation’s largest private home building companies. With a focus on the entry level market, Starlight Homes is making the dream of home ownership a reality for people who previously believed that the prospect of owning a home was beyond their reach. Our mission is to serve as a trusted guide during the home buying process, navigating buyers through what they perceive to be an intimidating process, helping to make their dreams come true. Position Overview: Responsible for resolution of all post-closing concerns with Starlight customers and trade partners. Play an active role in communities ensuring Starlight Homes delivers a quality finished product to attain high customer satisfaction. Duties and Responsibilities: (Including but not limited to) • Manage customer care program in a manner which is consistent with construction practices resulting in satisfied Starlight Homes customers. • Receive, evaluate, and resolve customer care requests in a timely manner. • Utilize company software to schedule and resolve warrantable items with assigned trade partners. • Analyze trends in service work and warranty obligations to identify root causes of errors and possible solutions. • Develop and implement procedures and programs which correct root causes of warranty obligations. • Develop and implement a service work scheduling process which results in timely completion of needed warranty work. • Perform quality inspection program on completed homes to ensure quality product. • Maintain an effective working relationship with trade partners. • May function as primary Starlight Homes representative for multiple Starlight Homes communities. • Cross train with Construction team as appropriate. • Oral and written communications both internally and externally. • Other duties as assigned by Manager. Qualifications: • Bachelor’s Degree with emphasis in Construction or equivalent years of direct, on-site construction or warranty service experience with a production builder is preferred. • High School diploma or equivalency required. • A valid driver’s license and valid insurance for any motor vehicle used to provide transportation as required by the position. Skills and Knowledge: • Knowledge of Construction Standards and Methods preferred. • Conflict resolution skills. • Computer literacy, proficiency with Outlook, Excel, Word, Power Point and ability to learn new programs as needed. • Ability to review, analyze and interpret information as well as trouble-shoot to solve problems. • Knowledge of business English and ability to communicate patiently and professionally with both internal and external customers both orally and in writing.• Professionalism in both appearance and behavior required for working directly with homeowners. Experience: • Minimum one year of direct experience in production building or warranty service preferred. Typical Physical and Mental Demands: • Must be able to read, write, and speak fluently in English. Spanish language skills are helpful. • Employees in the position are required to be able to hear and have vision sufficient to utilize all office equipment. • Ability to walk, bend, crouch required to inspect areas that may require warranty service. Standing for extended periods of time may be required. • Use of hands and fingers is required to utilize standard office equipment. • Requires occasional lifting of up to 30 pounds. • These physical requirements are representative of those required to successfully perform the essential functions of this position. Reasonable accommodation will be made to enable individuals with disabilities to perform these functions if requested. • Working Conditions: • Work conditions vary in this position from a standard office environment to homes and construction sites. Work requires travel to off-site locations including the homes of our customers. Transportation is required; Safety concerns include dangers while drivin
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