Customer Care/Warranty Coordinator (CCM)
Website Davis Homes
BASIC FUNCTION: Manage the warranty process and schedules of the Customer Care Manager (CCM). Ongoing communication and follow through with customers until completion of all work orders.
Maintain customer communication with regular updates until completion/sign-off. Any BBB or customer call-in follow up. Regular reporting to VP of Construction.
Any item not complete from the Orientation per the company quality and model finish standards will be turned back over to the PM for completion. Warranty trends brought to the Construction Meeting each quarter for training.
Maintain an up-to-date list of all ongoing homes under warranty with knowledge of all WO’s that are managed by the CCM’s.
Bi-weekly review of all homes with open WO’s. Bi-weekly review of all customer calls documenting issues, schedules and closure with specific dates.
Warranty inspections, warranty work complete and Customer sign-off performed within the guidelines set forth.
Warranty inspections within 2 weeks of initial claim. Warranty work complete within 2 weeks of inspection (special order materials may affect this timeframe). Customer sign-off within 5 days of warranty work completion.
4. Closing of Work:
Control field work order (WO) expenses.
Hold Trade Partners & Suppliers accountable to the work they improperly did and/or manage the cost of payable repairs. Trade Partner WOs signed only when work is complete and correct.
5. Character Traits:
Demonstrate the following on a daily basis:
REPORTS TO: Vice President of Construction.
AUTHORITY OVER: Trade Partners, Vendors and Suppliers.
LIMITED BY: Ability to withhold Trade Partner or Vendor payment for cause and input into Trade Partner terminations where necessary. Write WOs up to $300.00 with approval past this amount. Quality standards, sub-contractor agreements, Davis Homes policies and procedures. Verify homes were built to plans and specifications within the Start Pack, model home finish standards, building codes and regulations of local authority.
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