Construction & Warranty Coordinator

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Position Summary

The Homeowner Experience Manager (Warranty Manager) is responsible for managing the warranty staff and all warranty activities within the division. This role will ensure we provide excellent customer service to our homeowners after closing by correcting legitimate warranty requests.

Responsibilities

• Oversee day to day activities of the Customer Service / Warranty Department, managing both Warranty Representatives and Warranty Coordinators.
• Oversee the management of warranty claims to ensure they are properly addressed and closed within specified time frames.
• Work with each Warranty Coordinator to ensure customers are being contacted within 24 hours of claim submittal by either Warranty Coordinator, Warranty Representative or trade partner, depending on nature of claim.
• Assist team with escalated customer inquiries or complicated warranty claims.
• Assist team in obtaining necessary responses and involvement from trades as issues arise.
• Perform field visits to review warranty claims as needed.
• Prepare weekly updates on prior week's expenditures.
• Responsible for division warranty metrics. Prepare weekly updates on open claims over 14 days with plan of action to resolve.
• Act as first point of contact for the team to make determination on warrantable vs. non-warrantable claims.
• Have direct interaction with customers in the event a claim cannot be satisfactorily resolved by the Warranty team and / or trades.
• Approve warranty expenditures over specified amount.
• Train, coach, mentor and provide general guidance to Warranty team members.
• Implement special projects or initiatives as specific needs or focus areas arise.
• Have intimate knowledge of Limited Warranty and be able to present and explain the manual to other disciplines within the company.
• Other duties as directed.

Qualifications / Experience

We are an equal employment opportunity employer and a certified Drug Free Workplace.

About Smith Douglas Homes

New home builder, Smith Douglas was recently recognized by Builder Magazine as the 32nd largest builder in the Builder Top 100 Rankings. With over 40 years of industry experience, our mission is to enhance people's quality of life, providing our customers with the opportunity to own a quality-built, value-packed new home. Through our proven, disciplined operations, we reduce costs and deliver quality craftsmanship, which translates into a well-constructed and affordable home.

We are proud to be a Certified Great Place to Work!

Our mantra : "It's amazing what you can accomplish when you don't care who gets the credit!"

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