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Warranty Representative
Rhodes Enterprises
Delivering exceptional post-closing experience by resolving homeowner concerns, managing trade partners and vendors, and ensuring adherence to quality standards.
15d ago
Expert & Leadership (13+ years), Junior (1-3 years), Experienced (8-12 years), Intermediate (4-7 years)
Full Time
McAllen, TX
Office Full-Time
Company Size
1,000 Employees
Service Specialisms
Construction services
Project Management
Consulting
Engineering
Property Development
Design
Turnkey
General Contractor
Sector Specialisms
Single-family Home Construction
Multi-family Home Construction
Commercial Construction
Financial Services
Property Management
Role
What you would be doing
customer scheduling
survey feedback
emergency rotation
trade feedback
document filing
process adherence
- 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
- Ensure all customer appointments are completed by the standard processes and respective timelines
- Review customer surveys and provide feedback on the experience through internal comments & customer follow-up
- 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
- Update notes in a timely manner (same day as appointment) to keep the Warranty Coordinator and management informed of warranty request status and progress
- Responsible for Warranty Emergency Line one weekend per month
- Build and maintain positive trade partner & vendor relations
- Act as the central point of contact for trade partner and vendor communication, ensuring customers receive accurate and timely updates
- Responsible for accurate and timely approval of payments to all trade partners and vendors through the online portal
- Complete & file all necessary documents for each 30-Day Visit and Warranty Request in the respective lot files
- Ensure schedules and checklists are updated per guidelines in ITK
- Prepare weekly Check-In report with detailed feedback and review of Open Warranty Requests, 30-Day Visits, Avid Surveys, and 11-Month Updates
- Ensure adherence to our standard procedures and scopes of work, both internally and with trade partners and vendors
- Communicate any inconsistencies, customer concerns, or other concerns to Director of Customer Care
- Responsible for escalating elevated customer concerns to promptly to manager
- Provide regular feedback to Director of Customer Care on Trade Partners & Vendors to ensure we are retaining the best
- Work independently with effective time management to complete all customer appointments per schedule.
- Ensure proper format and structure for all Warranty documents
- Provide clear and timely communication to all trade partners and vendors through proper channels
- Comply with company policies and procedure
- Report to Corporate Office daily and adhere to schedule
- Evaluate minor repairs (e.g., door or cabinet adjustments) and discuss with Director of Customer Care whether they can be completed internally or require trade partner support
- Respond to all customer phone calls, emails, and warranty order requests in a timely, friendly, and professional manner
- Best in Class Customer Experience -provide a best-in-class customer experience – every time, with every customer
- Attend weekly Tactical Meetings with Customer Care team
What you bring
bilingual
time management
physical stamina
customer service
initiative
problem solving
- Bilingual in English and Spanish preferred
- Possess time management skills
- Ability to sit, stand, kneel, bend, reach, push and pull for long periods of time
- Customer service oriented and believe customer experience is the number one priority
- Ability to establish clear expectations for customers on warrantable vs. non-warrantable items and handle difficult conversations professionally
- Has a propensity for action, willing to make mistakes by doing in order to learn and improve quickly
- Interacts and communicates clearly with coworkers, clients, and vendors in a courteous, friendly manner?
- Excellent communication skills and ability to ensure customer satisfaction
- Ability to access, input, and retrieve information from a computer and/or electronic device
- Ability to maintain calm in a high stress environment
- Seeks and responds well to feedback, which is shared often and freely across all levels of the organization
- Exhibit strong active listening skills to ensure clear and effective communication
- 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
- Ability to sit or stand for long periods of time and move around work environment as needed
- Works through silos and forges strong cross-departmental relationships in order to achieve outcomes
- Ability to lift up to 50 lbs. without assistance
- Must be highly organized and detail oriented
- Ability to maintain required work hours of 8:00 a.m. – 5:00 p.m., Monday thru Friday
- Ability to have face to face conversations with customers, co-workers and manager
- Ability to multi-task and remain focused
- Demonstrate an understanding of the Esperanza Homes Warranty Program and Homeowner Maintenance requirements
- Possess the knowledge to educate customers on homeowner maintenance during the 30-Day Visit
- Ability to handle strenuous activity from ceiling repair to floor repair
- Facilitates clear inter-department communication
- Ability to participate in the Warranty Emergency Line rotation one weekend per month
- Warranty Request Cycle-Time – 14 Days or Less (Individual)
- Ability to operate a motor vehicle
- Thrives in an entrepreneurial, high-growth environment; is comfortable with ambiguity and change
- Warranty Request Ratio – 0.70% or Less (Warranty)
- Computer skills and ability to adapt to company systems
- Warranty Request Aging Average – 14 Days or Less (Individual)
- Problem solving ability
- Must possess demonstrated knowledge of new home construction process, scheduling and cost control procedures
- Vacation & Company Holidays
- Health Care - Medical/Dental/Vision/Prescription Drug Coverage
- 401(k) with Company Matching Contributions
- Competitive Compensation including Bonus & Profit-Sharing Programs
- Disability Programs
- Employer Paid Health Reimbursement Account for Medically Enrolled Staff
- Employee Home Purchase Rebate Program
- Employee & Dependent Life Insurance
- Employee Assistance Program (EAP)
Information not given or found
Interview process
Information not given or found
Visa SponsorshipInformation not given or found
Security clearance- credit and criminal background checks
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Company
Overview
- A company is committed to delivering high-quality infrastructure and construction services.
- With decades of experience, the company has become a trusted partner for large-scale projects.
- The company specializes in diverse sectors such as industrial, energy, water resources, and transportation.
- Projects range from complex heavy civil works to critical infrastructure development.
- Known for its innovation in the construction space, the company consistently delivers solutions on time and within budget.
- The company has built a strong reputation for handling projects that require precision, safety, and expertise.
- They often tackle large and challenging projects, bringing together diverse teams and resources for successful outcomes.
- The company has been a key player in shaping both urban and rural landscapes, creating lasting infrastructure.
- Act With Integrity: We believe there is no such thing as compromise when it comes to acting with integrity in everything we do.
- Honor Our Team: Our team is the foundation of our business. We honor each other as individuals and professionals, no exceptions.
- Never Be Satisfied: We endlessly search for ways to continuously improve in every aspect of our business.
- Best‑in‑Class Customer Experience: We provide best‑in‑class customer service every time, with every customer.
- Community Leadership: We take pride in actively engaging in the communities we serve, making them better for our future.
50% faster
Construction Speed
Prefabricated steel components reduce construction time compared to traditional wood and concrete.
- Committed to sustainability and safeguarding the environment through design and construction choices that save energy, water, and materials.
- Steel fabrication process recycles off-cuts and leftover material rather than discarding them.
- Careful stewardship of land, resources, and diverse natural wildlife integrated into community development philosophy.
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