Join Our Team

Objectives: Provide efficient customer service to all homeowners during the warranty period after closing. This position is responsible for customer calls and walk throughs and primarily works in the field.

• Schedule and meet with homeowners to review/resolve post-closing warranty repair and service requests.
• Evaluate actual vs. perceived problem to determine the root cause. Make a determination with regards to whether the problem is an item that is clearly covered under the warranty guidelines, if there could be a warrantable item that is underlying the current problem, or if prior repair of a warrantable item may have caused the problem.
• Resolve customer issues deemed to be outside the scope of the warranty. Determine when builder should cover the costs of repair within the “spirit” of the warranty in order to satisfy the homeowner.
• Manage the scheduling of subcontractors with homeowners for timely completion of warranty requests; ensure the work is performed in a timely manner.
• Oversee and inspect the work of subcontractors in accordance with “the spirit” of warranty guidelines, the Register of Contractor Standards, and builder’s quality standards. Obtain customer sign-off for satisfactorily completed work.
• Initiate cost effective resolutions to customer warranty and satisfaction issues.
• Verify and submit invoices for work deemed not to be the responsibility of a subcontractor or product manufacturer.
• Respond to emergencies to meet customer service expectations.
• Analyze and understand manufacturer’s recommendations for the use and application of their products, product features, and warranty provisions and explain/demonstrate them to new homeowners.
• Familiar with County inspection processes and minimum workmanship standards
• Identify trends and resolve issues in a proactive manner; recommend corrective action to include withholding of payment to subcontractors, and discontinuance future contracts with subcontractors.
• Work with the Construction Manager, Area Construction Manager and Sales Associates within a team approach to customer satisfaction and the delivery of a quality product.
• Work with management team on resolving various outstanding legal claims.

Secondary:
• May repair or otherwise fix minor items impacting homeowner satisfaction such as replacing electrical outlet face plates, caulking, touch up paint and other similar small items.
• May repair or otherwise fix items in the community model home.
Qualifications:
Education: 4 years of college preferred
Experience:
• Familiarity with construction industry; with training in one or more trades strongly preferred
• 5+ years Customer Service experience preferably in construction industry with 3+ years as an Assistant Superintendent

Job Type: Full-time

Benefits:

401(k)
Dental insurance
Health insurance
Life insurance
Paid time off
Vision insurance

Rockhaven Homes is looking to grow individuals interested in the construction/home building industry. This position is primarily responsible for assisting the Project Manager with all on site activity to complete homes on time while providing a superior home buying experience for our customers.

Daily job duties to include:
Assists Project Manager in scheduling of subcontractors
Conducts daily physical inspection of each house to determine progress and to ensure all work is in accordance with plans and specifications.
Assists Project Manager in adjusting personnel and equipment resources as needed to resolve construction problems and to avoid delays.
Ensure staff and subcontractors comply with safety and quality control standards.
Assists in the coordination with city inspectors.
Walks each completed home before the homeowner walk-through to make sure that the home is 100% showcase ready.
Develop and maintain good rapport with subcontractors and homeowners
Coordinates homeowner orientation walks. Notes outstanding homeowner walk-through items and schedules subcontractor to repair
Conducts any necessary re-walks to ensure closings deadlines are met.

Qualifications:

High School diploma or equivalent required; Bachelor’s degree in construction related field/equivalent experience preferred.
6 months to 1 year of practical construction experience
Must have a vehicle capable of carrying supplies, valid driver’s license and be willing to drive various designated communities in daytime and nighttime
Ability to utilize applications on a smart phone and/or tablet

Deliver showcase ready homes on time.