Customer Service & Warranty Specialist
Company: Happe Homes, LLP
Employment Type: Full-Time
Position Summary
Happe Homes is seeking an experienced and customer-focused Customer Service & Warranty Specialist to manage homeowner service and warranty needs following the closing of a new home.
This position is responsible for delivering an exceptional homeowner experience throughout the warranty period. The ideal candidate will have broad residential construction knowledge, hands-on experience in multiple trades, strong problem-solving skills, and the ability to independently complete a wide range of warranty repairs.
The Customer Service & Warranty Specialist serves as a primary representative of Happe Homes in homeowners’ residences and must consistently demonstrate integrity, professionalism, courtesy, accountability, and respect. Success in this role requires excellent communication, time management, organization, and the ability to resolve warranty concerns efficiently and correctly.
Essential Duties and Responsibilities
- Manage the homeowner experience from closing through the completion of the applicable warranty period.
- Communicate clearly and professionally with homeowners regarding warranty coverage, expectations, scheduling, repair responsibilities, and anticipated completion dates.
- Review and evaluate homeowner warranty requests to determine whether an item is covered under the Happe Homes warranty.
- Schedule and attend homeowner appointments, inspections, service calls, and warranty repair visits.
- Independently diagnose and complete repairs in multiple areas of residential construction whenever practical.
- Coordinate qualified trade partners when specialized repairs or additional expertise are required.
- Manage warranty scheduling so repairs are completed promptly, efficiently, and, whenever possible, during the first scheduled visit.
- Confirm that trade partners complete assigned work according to Happe Homes’ quality, professionalism, and customer service standards.
- Maintain regular communication with homeowners throughout the warranty process and promptly address scheduling changes, delays, or additional concerns.
- Accurately document, update, and track all warranty requests, communications, appointments, costs, and completed repairs through the company’s builder management software.
- Inspect completed warranty work to verify that the repair meets company standards and adequately resolves the homeowner’s concern.
- Provide exceptional customer service while maintaining appropriate cost controls and operating within the established warranty budget.
- Follow all company warranty policies, administrative procedures, documentation requirements, and approval processes.
- Identify recurring warranty concerns, construction issues, or trade partner performance problems and communicate findings to company leadership.
- Protect customers’ homes and personal property while performing inspections and repairs, including maintaining a clean and professional work area.
- Assist the new construction team with maintenance, repairs, quality-control items, punch-list work, and preparation of speculative and custom homes.
- Maintain company-provided tools, equipment, materials, and vehicles in a safe and professional condition.
- Participate in emergency or after-hours customer communication when necessary.
- Perform other duties and responsibilities as assigned.
Required Qualifications
- High school diploma or GED.
- At least five years of residential construction, warranty, remodeling, maintenance, or related field experience.
- Broad knowledge of residential construction methods, materials, building systems, and common warranty concerns.
- Demonstrated ability to perform general repairs in multiple areas of residential construction.
- Strong troubleshooting and problem-solving skills.
- Ability to work independently, make sound field decisions, and complete assigned work with limited supervision.
- Excellent customer service and interpersonal communication skills.
- Strong time-management, scheduling, prioritization, and organizational abilities.
- Ability to manage multiple homeowner requests and adjust quickly as priorities change.
- Strong attention to detail and commitment to quality workmanship.
- Basic computer and mobile technology skills, including the ability to use email, scheduling applications, and builder management software.
- Valid driver’s license and an acceptable driving record.
- Ability to communicate by phone outside normal business hours when needed for urgent warranty matters.
- Ability to work effectively in a fast-paced environment while maintaining professionalism and composure.
Preferred Qualifications
- Associate degree, technical degree, or certification in construction management, building trades, or a related field.
- Previous experience in new-home construction, residential warranty service, property maintenance, or customer service.
- Working knowledge of common residential systems and trades, including:
- Carpentry and trim work
- Drywall repair and painting
- Doors, windows, cabinets, and hardware
- Siding, roofing, and exterior finishes
- Flooring and tile
- Basic plumbing repairs
- Basic electrical troubleshooting
- HVAC-related warranty evaluation
- Concrete, grading, and drainage concerns
- Appliance and fixture installation
Physical Requirements
The employee must be able to perform the physical duties commonly associated with residential construction and warranty work, including:
- Standing, walking, bending, kneeling, climbing, reaching, and working in confined spaces.
- Safely using ladders, hand tools, and power tools.
- Working indoors and outdoors in varying weather and jobsite conditions.
- Lifting, carrying, pushing, or pulling construction materials, tools, and equipment.
- Safely entering occupied homes, active jobsites, basements, crawl spaces, attics, and other residential work areas.
Performance Expectations
The Customer Service & Warranty Specialist will be evaluated based on:
- Homeowner satisfaction and communication.
- Timely response to and completion of warranty requests.
- Quality and accuracy of completed repairs.
- Effectiveness in resolving issues during the first service visit.
- Accuracy of warranty documentation and recordkeeping.
- Management of warranty costs and materials.
- Professionalism when representing Happe Homes.
- Trade partner coordination and accountability.
- Identification and communication of recurring construction or quality concerns.
Happe Homes is committed to providing a high-quality home and an exceptional customer experience. Every employee is expected to support that commitment through professional conduct, quality workmanship, timely communication, and personal accountability.
Job Type: Full-time
Pay: From $60,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Retirement plan
- Vision insurance
Shift:
Work Location: In person
