Warranty Coordinator
Westcott Homes has been doing business in the Pacific Northwest for over 20 years because of our great employees. We're looking for individuals eager to continue to learn and be part of a great team environment. This position will be located in our Kirkland office.
POSITION SUMMARY:
The Coordinator will collaborate with the Customer Support/Warranty team to manage the connection between our homeowners, vendors, and office. They will effectively communicate with customers, vendors, and internal teams to gather essential information, provide timely updates on claim processes, and promptly address any concerns or inquiries. Additionally, they will engage with production, purchasing, and marketing departments internally, while also serving as a representative of our organization externally. The Coordinator will also contribute to the analysis of ongoing issues and offer recommendations to the purchasing and production teams for future communities. Above all, they will consistently demonstrate a strong commitment to teamwork.
Essential Duties and Responsibilities:
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CUSTOMER SERVICE
Discern between emergencies, 30-day repairs, one-year warranty items, and items not covered by the Home Buyers Warranty.
Perform warranty walks; coordinate and follow up with subcontractors to complete repairs.
Meet with homeowner to assess warrantable claims. Take pictures of affected area(s)
Ensure completion of all Walk-Through items within a timely manner and to the homeowner's satisfaction in compliance with the NAHB Residential Construction Performance Guideline and the Westcott Warranty Manual.
Ensure completion of all 11 Month Warranty Walk Through items within a timely manner and to the homeowner's satisfaction in compliance with the NAHB Residential Construction Performance Guideline and the Westcott Warranty Manual
WARRANTIES
Understand and reference the limited Home Buyers Warranty coverage and be able to address homeowners about coverage and limitations.
Understand and reference 2-10 HBW manual and all procedures within to manage risk situations and provide accurate warranty coverage.
Conduct 30-day and 11-month walks with homeowners.
Evaluate warranty items and consult with the Director of Warranty and the subcontractors to create solutions, which will eliminate or reduce recurring construction flaws.
SCHEDULING & DOCUMENTATION
Utilize business forms which aid in controlling those aspects of the customer service process that fall under this position.
Maintain established schedule to ensure a smooth flowing warranty repair process and positive customer experience.
Coordinate schedules to cover absences to insure no appointments with homeowners are missed for the Warranty Department.
CONTRACTS AND SUB-CONTRACTORS
Read and know the standard company subcontractor contract.
Read and know all subcontractor scopes of work and contractual obligations.
Ensure that subcontractors are in compliance with scope and contract with regards to warranty repair service.
Monitor subcontractors to ensure warranty repair schedule is maintained and workmanship meets the quality standards of the homeowner and the company.
Develop and maintain a good working relationship, showing a firm but fair attitude, with all subcontractors and suppliers.
Stay up to date on current building methods and materials. (i.e. plumbing, electrical, HVAC)
GENERAL
Attend all meetings as requested by Warranty Department.
Be able to make good judgment calls on the spot.
Maintain a good operating relationship with Homeowners, subcontractors, employees, material suppliers, builders and the general public.
Complete other duties as assigned.
