Warranty Representative (New Home)
On-siteHouston, Texas, United States
Job Summary
Collaborate with the site construction team to conduct Pre-orientation Walks and enforce quality standards in new homes. Respond to homeowner requests via telephone, email, or service calls within 24 hours or the next business day. Review warranty items against the Fit and Finish One-year Limited Warranty guidelines, then complete work orders in New Star Enterprise/On Location Warranty within 15 days of review. Coordinate and verify satisfactory completion of corrective repairs by trade contractors, ensuring work is efficient, cost-effective, and completed right the first time. Obtain homeowner sign-off on all service requests and approve trade partner invoices with corresponding Purchase Orders. Manage the Homeowner Extended Care Program by providing maintenance training at the 18th and 23rd months and follow up on surveys. Attend weekly site meetings and maintain positive relationships through the Customer Outreach Program.
Required Qualifications
- Customer Service experience includes at least 2 years
- 1 year in the building industry
- Communication and problem-solving skills
- Solution-focused approach
- Effective task management
- Ability to handle multiple priorities
- Strong interpersonal skills
- Consistently maintained attention to detail
- Physical capability includes lifting up to 50 pounds
- Ability to access attics, crawl spaces, ladders, and stairs
- Reliable transportation available for daily travel requirements
- Tech proficiency includes using an iPhone, iPad, Windows laptop, and MS Word, Excel, and Outlook
- Have a thorough knowledge of the Fit and Finish One-year Limited Warranty and Performance Guidelines outlined in Brookfield Warranty Booklet
- Must be able to respond to homeowner request for service, telephone calls, and emails within 24 hours or next business day
- Must be able to Complete Work Orders and associated work order documentation in New Star Enterprise/On Location Warranty (NSE/OLW) 15 days after the initial review
- Must be able to ensure all items will be completed 30 days from date of review
- Must be able to Manage, coordinate, and verify satisfactory completion of corrective repairs performed by trade contractors or others
- Must be able to Obtain homeowner sign off on all orientation and service request/work order items
- Must be able to Approve trade partner invoices, send signed Purchase Order (PO) to trade partner, prepare Self-Insured Retention (SIR) and back charge documentation (as appropriate)
- Must be able to Update the OLW assessment notes daily or as work order status change
- Must be able to Attend weekly site meetings
- Must be able to Maintain a positive customer relationship through the Customer Outreach Program
- Must be able to Document contact on department spreadsheet
- Must be able to Meet with Homeowners during scheduled Extraordinary Touch Points (ETP's)
- Must be able to Provide personal, at home, maintenance training to homeowners at the 18th and 23rd month
- Must be able to Encourage homeowners to take surveys and follow up when directed
- Must be able to Collaborate with the site construction team and conduct Pre-orientation Walks to enforce Brookfield Residential quality standards in all new homes
- Must be able to Participate in the Orientation and Welcome Home Tour process for smooth delivery of the home, and the transitioning of the homeowner, into the care of the Customer Care department
Desired Qualifications
- 1 year in the building industry preferred
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