Shea Homes

Southern California Division

Warranty Specialist

Job Description

Summary

Keeping customers happy is a critical part of any strategy for business growth. And central to that effort, our frontline Warranty Specialists have the essential skills to actively listen to customers when they relay issues and develop creative solutions.

Our Warranty Specialists role is to manage, direct, and accept accountability for all customer service activities and reporting functions associated with the warranty Department. This position provides a comprehensive training program including 90-day mentoring, job exchanges, and hands-on training from a customer’s perspective. Ultimately, you will be leading and managing all activities within the warranty process, thus optimizing the effectiveness of our contractors, ensuring compliance with Shea Homes’ customer satisfaction & quality assurance standards, and maintaining a safe work environment. Employee will be interfacing with Mandarin speaking customers. Working proficiency in Mandarin required.

If you possess a positive attitude, have great organizational skills, are focused on continuous improvement, and have a passion for the customer, then this Warranty Specialists role will be in alignment with your goals.

Knowledge/Experience

• High school diploma or equivalent required; BA/BS degree preferred
• Advanced computer skills in MS Office
• Proficient business writing skills
• Demonstrates proficiency in check request & insurance claim processes
• Proven problem-solving capabilities
• Demonstrates Shea Homes Vision, Purpose and Values
• Working knowledge and understanding of warranties and how they work
• Demonstrates effective leadership skills
• Knowledge of construction process

Specific Responsibilities

Key Result Area #1 – Customer Satisfaction

• Establish and maintain regular and proactive communication with internal customers and homeowners
• Manage and resolve customer issues within company goals and communicates progress on completion
• Review feedback and associated reporting tools to understand trends and adjust accordingly
• Educate homeowner on the care and maintenance of their home
• Ensure that the homeowner is fully aware of the policies and procedures in requesting customer service and emergency service

Key Result Area #2 - Scheduling

• Meets response time goals set for each quarter
• Timely and accurate paperwork processing
• Effective management of daily schedule
• Review homeowner lot file, prior to scheduled appointment
• Follow through on a timely basis on all customer issues
• Ensure contractors and suppliers are confirmed and on schedule
• Guarantee home is ready for next scheduled trade
• Adhere to the Quality Performance Review process

Key Result Area #3 - Quality Assurance

• Complete milestone Quality Performance Reviews (QPR), document corrective actions, and follow-up to ensure completion of corrective items post-close
• Perform quality inspections, Customer Walk Thru and Home Delivery
• Educate the homeowner on feature / function / benefit of products in their home
• Verify options selected
• Perform scheduled Service Requests visits and attend to emergency situations
• Perform Targeted Reviews
• Proficient knowledge of water intrusion protocol

Key Result Area #4 - Safety and Site Management

• Understand and champion the Shea Homes safety program

• Ensure each home site is left clean after repair work has been completed

• Participate in weekly safety observations

Key Result Area #5 - TradePartner Management

• Develop and maintain positive relationships with contractors
• Confirm with contractors and homeowners for next day appointments
• Ensure complete knowledge of a contractor’s scope of work
• Complete same-day purchase order requests

Key Result Area #6 - Cost Management

• Demonstrates proficiency of customer service software for generating work orders and follow up cost tracking
• Hold contractors accountable for applicable charges related to workmanship
• Have knowledge of risk management elements to avoid litigation

Physical Demand/Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk and hear. The associate frequently is required to walk and sit, and occasionally is required to stand. The associate must occasionally lift and/or move up to approximately 50 pounds.

The noise level in the work environment is usually quiet to moderate.

Shea Homes is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or other eligible veteran status, or any other protected factor.

EOE/M/F/D/V