Client Services Advocate (Warranty Technician)

True Homes Pineville , NC 28134

Posted 2 months ago

Charlotte - We're growing! True Homes, #1 Best Workplace in Charlotte and an NHQ Gold Builder, is looking for a new Client Services Advocate (Warranty Technician) to join the team in the South Charlotte, NC area! We are seeking experienced Residential Builders with experience in a production enviroment who can provide stellar service and quality to our Clients. Come grow with us!

  • Experience in residential warranty, sub-contract labor, handy may work, residential installs, construction and production home building preferred

The Client Services Advocate is responsible for ensuring that each clients experience, during their Warranty period, is a uniquely exceptional experience. The Client Services Advocate efficiently and effectively reviews, completes, manages, and resolves warranty and courtesy services. The Client Services Advocate 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 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:

  • Establishes proper warranty parameters by owning the client experience, communication, and expectations

  • Inspection dates with homeowners regarding potential warranty items are met 100% of the time

  • Responds to Emergency calls within 1 hour when on-call

  • Receives Customer Satisfaction ratings that meet or exceed company standards

  • Regulates amount of work orders open for over 21 days to remain at a minimum of 10% of all open work orders

Qualifications/Requirements:

  • High school diploma or GED required

  • Associates degree in Construction Management or related field or applicable work experience preferred

  • Two to four years of construction experience, residential construction preferred

  • Attention to detail

  • Strong organizational skills

  • Basic computer skills required

  • Valid drivers license and dependable personal transportation for daily regional travel required

  • Ability to walk homes and residential communities regularly

  • Ability to climb stairs regularly and ladders occasionally

  • Ability to crawl in crawl spaces occasionally

  • Ability to lift up to 25 pounds without assistance

  • Ability to work some nights and weekends by phone or be dispatched for emergencies as required

  • Ability to work in a fast-paced environment

Character Demonstration:

  • Truthfulness: Earning future trust by accurately reporting past facts

  • Responsibility: Knowing and doing what is expected of me

  • Dependability: Fulfilling what I consented to do, even if it means unexpected sacrifice

  • Alertness: Being aware of what is taking place around me so I can have the right responses

  • Initiative: Recognizing and doing what needs to be done before I am asked to do it

The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, qualifications, and skills required of associate.

True Homes offers a highly competitive salary in addition to benefits including health and vision program and company paid dental, Life & AD&D, short-term and long term disability and 18 days of paid time off in your first year.

Employment with True Homes is contingent on the ability to successfully pass a drug screen and background check.

True Homes is an equal opportunity employer.


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Client Services Advocate (Warranty Technician)

True Homes