• Job Description

  Req#: 3415321

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

• About the company

  New home builder in Charlotte, Charleston, Greensboro, Winston-Salem, Coastal, and Raleigh. We offer green new homes that can fit any budget and style.

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