Home Warranty Superintendent - Naples

Job Description:

Position Summary:

The Home Warranty Superintendent works directly with homeowners and is responsible for visiting customer homes to review and assess various service-related issues. The Home Warranty Superintendent will determine whether service requests are covered under GL Homes warranty or if the homeowner will be responsible. The Superintendent will assign the work to the vendor(s) responsible for performing the repair(s) and will also direct the vendor on how the work will be completed.

Key Duties and Responsibilities:

• Review homeowner-generated service requests.
• Review home inspector-generated service requests (submitted by homeowner)
• Inspections may require extended investigations in the attic and other areas throughout the home.
• Assign warranty repairs to the appropriate subcontractor(s). Follow-up with subcontractors for proper and timely completion of repairs.
• Monitor and maintain the reviewer report.
• Review out-of-warranty issues as instructed by management.
• Review emergency service requests and complete water intrusion incident forms (as needed).
• Maintain ‘up to date’ service tickets.
• Communicate with coordinators and management to resolve outstanding issues.
• Assist water intrusion supervisor with remediation procedures including, but not limited to removal of damaged drywall and miscellaneous building materials.
• Submit completed service request(s) to the office management for approval on a daily basis.
• Communicate with homeowner(s) and return phone calls within 24 hours.
• Complete and approve additional work authorization forms 'AWA’s'
  • AWA’s -under $200.00: forward to the office administrator upon completion.
  • AWA’s - over $200.00: Forward to management for approval.
  • Maintain updated phone log. Responsible for returning phone calls, dispatching subcontractors for emergency services (as needed) and handling emergencies as required during the 'on-call' assigned week.
  • Monitor job site(s).
  • Monitor subcontractors activity (i.e., parking in driveways, using homeowners water or electric)
  • General maintenance of Customer Service office.
  • Responsible for hurricane preparation procedures.
  • Manage special projects and other related duties as assigned.
  • Other related duties as requested by management.

Experience and Skills:

Education & Experience:

• High School diploma required
• A minimum of three (3) years hands on experience in residential, single family construction or as a service representative for a homebuilder preferred.

Skills & Abilities:

• Must be able to think quickly, be flexible and confident in their decisions. Must be able to handle customers in a firm, yet appropriate manner while providing excellent customer service.
• Must be self-motivated, and have decision making ability to accomplish goals. Must maintain professional, positive, can-do attitude.
• Must be able to meet deadlines, work under pressure and multi-tasks.
• Must have excellent time management skills, follow-up and organizational skills.
• Must be able to establish rapport and develop good working relationships with all superintendents, subcontractors, vendors and homeowners. Must be able to understand homeowner’s perspective in each individual situation and react accordingly.
• Excellent verbal and written skills are required.
• Must have strong computer skills and be proficient in Excel.
• Driver’s License: Must have a valid driver’s license and reliable transportation.

Physical Demands :

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is frequently required to stand; walk; climb stairs; use hands and fingers, handle, or feel objects, tools, or controls; reach with hands and arms; talk or hear; and occasionally required to sit.
• The employee must be able to work with basic hand tools and have reliable transportation.
• The employee must occasionally lift and/or move up to 60 pounds.
• Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment :

Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work environment will include construction site and office(s). The noise level in the work environment is usually moderate to loud. Various terrain includes uneven and rough terrain associated with a construction site.
• While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts, tools and construction.