Quality Control and Warranty Specialist

Rhodes Enterprises

3d•Onsite

About The Position

At Rhodes, our core purpose is to enhance the lives of our customers and team through building communities. We specialize in developing master planned communities and construction of high quality, energy efficient homes. Rhodes has been recognized among the fastest growing private companies in the US by Inc. 5000 and is on a mission to expand its footprint into more communities across South Texas. Since 2019, Esperanza Homes, a Rhodes Company, has ranked nationally on the Builder Magazine’s Top 100 Builders list, and is on an aggressive growth trajectory to serve more communities across South Texas. Rhodes was founded in the early 1990’s as a land acquisition and holding company. In 2006, the company shifted gears and ventured into residential/commercial land development and home building with the formation of Esperanza Homes. Rhodes Enterprises has grown to one of the largest developers of residential, commercial, and master-planned communities in the areas we serve. We are passionate about our customers, building exceptional homes, our team, and the communities where we live and work. Rhodes is a certified Great Place to Work, when you choose to work with us, you are part of a passionate and high-performing Team! You will work alongside team members who set and reach ambitious goals every day and are excited to continue to grow and build communities. Role Mission: As the Quality Control and Warranty Specialist at Rhodes, you are responsible for conducting home inspections, managing warranty requests, and ensuring every Esperanza Home meets our quality standards before and after closing. Through detailed inspections, responsive service, and a commitment to excellence, you ensure every Esperanza Home reflects our high standards and delivers peace of mind to our homeowners. Reporting to the Director Customer Care and part of the Operations Team, you play a vital role in providing an excellent customer experience while supporting our purpose of creating beautifully engaging communities.

Requirements

High School Graduate and have a minimum of 3 years of current or recent experience in a customer service-related position with 1-2 years’ experience in residential construction is preferred
Excellent communication skills and ability to ensure customer satisfaction
Computer skills and ability to adapt to company systems
Possess time management skills
Must be highly organized and detail oriented
Problem solving ability
Ability to multi-task and remain focused
Ability to maintain calm in a high stress environment
Ability to lift up to 50 lbs. without assistance
Ability to handle strenuous activity from ceiling repair to floor repair
Ability to sit, stand, kneel, bend, reach, push and pull for long periods of time

Nice To Haves

Bilingual in English and Spanish preferred

Responsibilities

Perform internal inspections throughout the build of each home, per schedule, to ensure adherence to Esperanza Homes’ quality standards
Complete schedule audits as requested by Manager
Maintain strong knowledge of Esperanza Homes’ Scopes of Work, quality standards, and local building codes
Work independently with effective time management to complete all required inspections on schedule
Possess the knowledge to educate customers on homeowner maintenance during the 30-Day Visit
Must possess demonstrated knowledge of new home construction process, scheduling and cost control procedures
Responsible for accurate and timely approval of payments to all trade partners and vendors through the online portal
Work independently with effective time management to complete all customer appointments per schedule.
Responsible for Warranty Emergency Line one weekend per month
Evaluate minor repairs (e.g., door or cabinet adjustments) and discuss whether they can be completed internally or require trade partner support
Demonstrate an understanding of the Esperanza Homes Warranty Program and Homeowner Maintenance requirements
Build and maintain positive trade partner & vendor relations
Provide regular feedback to Director of Customer Care on Trade Partners & Vendors to ensure we are retaining the best
Ensure adherence to our standard procedures and scopes of work, both internally and with trade partners and vendors
Provide clear and timely communication to all trade partners and vendors through proper channels
Responsible for promptly contacting customers and scheduling initial evaluations within 48 hours of receiving warranty requests, as well as ensuring trade partners are scheduled to complete service orders in alignment with established timelines.
Customer service oriented and believe customer experience is the number one priority
Act as the central point of contact for trade partner and vendor communication, ensuring customers receive accurate and timely updates
Respond to all customer phone calls, emails, and warranty order requests in a timely, friendly, and professional manner
Maintain required work hours of 8:00 a.m. – 5:00 p.m., Monday thru Friday, and participate in the Warranty Emergency Line rotation one weekend per month
Review customer surveys and provide feedback on the experience through internal comments & customer follow-up
Ensure all customer appointments are completed by the standard processes and respective timelines
Ability to establish clear expectations for customers on warrantable vs. non-warrantable items and handle difficult conversations professionally
Responsible for escalating elevated customer concerns to promptly to manager
Complete and file all required documents for each inspection in the respective lot files
Ensure all Quality Control documents follow proper format and structure
Complete & file all necessary documents for each 30-Day Visit and Warranty Request in the respective lot files
Ensure proper format and structure for all Warranty documents
Prepare Check-In reports with the following for manager review: Detailed feedback and review of past, current, & upcoming inspections and detailed feedback and review of Open Warranty Requests, 30-Day Visits, Avid Surveys, and 11-Month Updates
Attend weekly Tactical Meetings with the Customer Care Team
Ensure schedules and checklists are updated per guidelines in ITK
Update notes in a timely manner (same day as appointment) to keep the Warranty Coordinator and management informed of warranty request status and progress
Update schedules in a timely manner, same day as inspection, so construction schedule remains on track
Communicate any inconsistencies, customer concerns, quality control issues or any other concerns to Director Customer Care
Facilitates clear inter-department communication
Interacts and communicates clearly with coworkers, clients, and vendors in a courteous, friendly manner
Exhibit strong active listening skills to ensure clear and effective communication
Act with Integrity, No Exceptions
Honor our Team
Never Be Satisfied – continuously looks for ways to improve every aspect of our business
Best in Class Customer Experience -provide a best-in-class customer experience – every time, with every customer
Believes and is committed to our mission to enhance the lives of our customers and our team through building communities
Is driven by outcomes and results, and wants to be held accountable for them
Has a propensity for action, willing to make mistakes by doing in order to learn and improve quickly
Thrives in an entrepreneurial, high-growth environment; is comfortable with ambiguity and change
Seeks and responds well to feedback, which is shared often and freely across all levels of the organization
Works through silos and forges strong cross-departmental relationships in order to achieve outcomes
Report to Corporate Office daily and adhere to schedule
Ability to access, input, and retrieve information from a computer and/or electronic device
Ability to have face to face conversations with customers, co-workers and manager
Ability to sit or stand for long periods of time and move around work environment as needed
Ability to operate a motor vehicle
Comply with company policies and procedure