Warranty Representative - SimplyDwell Homes

Neal Careers•Sarasota, FL

5d•Onsite

About The Position

The Warranty Representative will provide exceptional customer service by coordinating warranty repairs and resolving escalated homeowner concerns in accordance with company guidelines and philosophy. Neal Communities is proud to be recognized as a 2026 Top Workplace, marking our eighth consecutive year receiving this distinction. We believe where you work matters—and we’re proud to build a workplace where people, purpose, and performance come together.

Requirements

2+ years of experience in residential construction, warranty service, or customer care within the homebuilding industry
Solid understanding of construction practices and the ability to diagnose and resolve home issues
Strong communication and customer service skills
Excellent organizational skills with the ability to manage multiple requests and follow-ups
Comfortable using technology and learning new systems quickly
Self-motivated, dependable, and able to work independently in the field
Ability to lift and carry up to 50 pounds occasionally and perform the physical activities necessary to inspect residential construction sites, including walking, standing, climbing ladders, navigating uneven terrain, bending, stooping and accessing elevated areas, with or without reasonable accommodation.
Work outdoors in varying weather conditions for extended periods.
Finger dexterity may be required to operate a computer keyboard and calculator.

Responsibilities

Manage and resolve homeowner warranty claims, acting as the primary point of contact from issue identification through completion.
Maintain a high level of customer service, clear communication, and warranty expertise to ensure positive outcomes and homeowner satisfaction.
Conduct the New Home Celebration to educate homeowners about the functionality of their homes and explain the warranty process.
Perform Quality Control (QC) walk to check cosmetic and operation of homes and QC signoff prior to homeowner orientation.
Conduct comprehensive field inspections, including access to attics, roofs, and other elevated areas, requiring the ability to lift, climb ladders, and safely navigate construction sites.
Use diagnostic ability and verbal and written communication to ensure each issue is properly tracked and resolved.
Coordinate warranty items that require subcontractor/vendor involvement, including scheduling, follow-up, and repair closure with the subcontractor or vendor.
Submit work orders that document the work performed and a description of the problem to be forwarded to the subcontractor/vendor for daily resolution.
Manage and follow up on all scheduled repairs to ensure completion and satisfaction of the customer.
Escalate issues to management with complete information/documentation.
Participate in the after-hours emergency rotation for homeowner warranty matters and coordinate appropriate response/escalation for facility-related notifications.
Provide maintenance service on an as-needed basis for SimplyDwell Homes facilities, including model and Future Homes.
Maintain a thorough knowledge of industry standards and SimplyDwell Homes warranty guidelines and clearly communicate applicable warranty policies to homeowners.
Provide our customers with the highest level of customer service using the SimplyDwell Homes warranty guidelines established in the warranty manual.
Maintain accurate and timely records of warranty requests, homeowner communications, repair status, and completion in the warranty system.