About this role
This role supports homeowners by managing warranty requests and ensuring post-closing repairs are resolved promptly and professionally. You will evaluate repair issues, perform certain repairs, coordinate subcontractors, process work orders and documentation, and follow up with homeowners to close concerns.
Key Responsibilities
- Evaluate homeowner repair issues to determine if warrantable
- Process written or electronic work orders and follow supervisor instructions
- Perform carpentry, drywall, texture repair and painting as needed
- Schedule and manage subcontractors for warranty repairs
- Process charge-back documentation and invoices and follow up with homeowners
Technical Overview
The job involves using DRH Warranty applications on a smart phone, tablet, or laptop to manage warranty workflows, along with MS Office and email for communication and administrative processing. Work includes carpentry, drywall, texture repair, and painting, plus subcontractor coordination and charge-back/invoice documentation.
Ideal Candidate
The ideal candidate is a mid-level Customer Service Technician with 3+ years of related repair experience, including carpentry, drywall, texture repair, and painting. They can evaluate warranty issues, process work orders, coordinate subcontractors, and ensure repairs meet compliance standards while maintaining strong homeowner communication using DRH Warranty applications and MS Office.
Must-Have Skills
High school diploma or general education degree (GED)Three or more years related experienceincluding carpentry workdrywalltexture repair and paintingMust have a vehicle capable of carrying suppliesvalid driver’s licenseAbility to utilize DRH Warranty applications on a smart phonetabletor laptopProficiency with MS Office and emailAbility to lift and/or move up to 50 pounds
Nice-to-Have Skills
Prior customer service experience a plusExperience with minor electricalExperience with plumbingExperience with HVAC repair work
Tools & Platforms
DRH Warranty applicationsMS OfficeEmailSmart phoneTabletLaptop
Required Skills
warranty requestscustomer satisfactionevaluate warrantable itemswork orders (written or electronic)carpentry workdrywalltexture repairpaintingschedule subcontractorscompliance standardscertify warranty workrapport with subcontractors and homeownersfollow up with homeownerscharge-back documentationinvoicesDRH Warranty applicationsMS Officeemailovertimetravel overnightvalid driver’s license
Hard Skills
Homeowner warranty request facilitationEvaluating homeowner repair issues to determine if they are warrantable itemsProcessing written or electronic work ordersProcessing verbal instructions for homeowner repairsPerforming carpentry workDrywall repairTexture repairPaintingScheduling subcontractors for warranty repairsManaging subcontractorsEnsuring repairs are completed within compliance standardsCertifying warranty work is completed within contractor obligationsProcessing charge-back documentationProcessing invoicesHomeowner follow-up for timely and professional concern resolutionAbility to travel overnightAbility to work overtimeVehicle capable of carrying suppliesvalid driver’s licenseWork effectively in high pressure situationsAbility to work independentlySystematic approach to carrying out assignmentsUtilize DRH Warranty applications on a smart phonetabletor laptopProficiency with MS OfficeEmailLift and/or move up to 50 poundsCommunication skills (effective and positive communications)
Soft Skills
Effective and positive communicationsWork independentlyProductive without supervisionProblem-solvingCustomer rapportSubcontractor relationship managementTimely and professional follow-upWork well in high pressure situations
Keywords for Your Resume
Customer Service TechnicianCustomer Service Tech-OmahaD.R. HortonDR HortonCustomer Service Technician is responsible for proactively resolving customer issues after the closing of the homewarranty requestswarranty repairhome warrantyDRH Warranty applicationswork orderswritten or electronic work ordersverbal instructionscarpentry workdrywalltexture repairpaintingsubcontractorsschedulecompliance standardscharge-back documentationinvoicesMS Officeemailsmart phonetabletlaptopvehicle capable of carrying suppliesvalid driver’s licensework independentlyovertimetravel overnight
Deal Breakers
High school diploma or GED, Three or more years related experience including carpentry, drywall, texture repair and painting, Must have a vehicle capable of carrying supplies and a valid driver’s license, Ability to utilize DRH Warranty applications on a smart phone, tablet, or laptop, Proficiency with MS Office and email, Ability to lift and/or move up to 50 pounds
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