Field Warranty Service Representative

David Weekley Homes•Houston, TX

About The Position

David Weekley Homes is seeking a Highly Skilled Warranty Service Representative, in the Greater Houston Area, to join our team to interact professionally with our Homeowners by responding to their questions and concerns. This position requires someone who is a self-starter and can work independently, as well as work closely with customers and sub-contractors, in a fast-paced environment while achieving High Levels of Customer Satisfaction. Warranty Service Representatives (WSR's) must be able to identify and address customer needs, with a goal of total satisfaction. They must be able to handle warranty calls from homeowners by visiting the home to inspect the issue, determine if it is eligible under warranty, and work with the customers and sub-contractors to resolve the issue quickly. WSR's are responsible for warranty resolutions in multiple communities to which they are assigned and work primarily from their vehicle and in or around customers' homes.

Requirements

Strong Communication Skills
A positive attitude
Ability to solve problems, alleviate conflicts, and deescalate intense situations tactfully
Must be able to deal with and remain calm in confrontational situations
The ability to say "no" and overcome objections in a professional manner
Follow up and follow through consistently to deliver outstanding service
Have excellent time management, organizational, and scheduling skills
Ability to multitask and prioritize
Ability to work individually and as a team member

Responsibilities

Engage with Homeowners in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships
Respond quickly, professionally, and accurately to customer inquiries and warranty concerns
Conduct research with available resources to satisfy Homeowner inquiries
Coordinate and schedule all Warrantable repairs with contractors and customers
Follow-up, inspect, and ensure completion of all repairs
Maintain daily recordings and documentation of issues and resolutions in the warranty database for Management Reviews
Hold contractors accountable for results
Instruct customers on how to maintain their homes, as well as communicating what items are not warrantable
Manage a budget
Responsible for achieving High Levels of Customer Satisfaction