Responds promptly, coordinates and schedules warranty service requests with homeowners, trade partners, and suppliers.
Documents all customer’s communications in Minto’s warranty management system.
Conducts on-site inspections to assess and verify warranty claims, ensuring work meets Minto quality standards.
Determines warrantable and homeowner maintenance items; and informs customers.
Communicates clearly and effectively with homeowners regarding the status of their warranty requests, timelines, and expectations.
Provides weekly updates to all Customers with open requests.
Ensures all trade partners have a written work order and understand the work to be performed prior to arriving at the homeowner’s home.
Attends at the homeowner's home with each scheduled contractor as often as workload will allow.
Obtains necessary paperwork and signature of homeowner after completion.
Documents all warranty claims, inspections, and resolutions in Minto’s warranty management system.
Confirms all scheduled appointments, with trade partners and customers, at least one day prior to the set date.
Ensures timely completion of repairs, per Minto expectations, and follows up to confirm homeowner satisfaction.
Ensure material deliveries are accurate regarding quantity and quality. Handle any discrepancies at delivery time or within 48 hours.
Ensure the proper storage of materials to prevent damage and theft.
Ensure material is delivered prior to commencement of work.
Ensures all contractors perform warranty work either at no charge or at an agreed upon price prior to commencing work.
Authorizes payment only after verification of quality, 100% complete, and homeowner satisfaction
Resolves any questions or problems regarding invoices and payments with the appropriate parties.
Collaborates with construction teams, suppliers, and trade partners to troubleshoot, resolve, and prevent recurring issues.
Specializes and actively participates in the troubleshooting of common and uncommon issues encountered in post close, in warranty, and out of warranty issues. Provides technical assistance and feedback to other Minto staff members regarding problems encountered, and the proactive correction of methods used during initial construction.
Ensure expectations are established at each contact with the homeowner by referring to the homeowner manual and/or the warranty guidelines.
Communicates customer satisfaction measurement process to every customer.
Provides demonstrations for the operation and maintenance of the home systems during post close visits.
Maintains up-to-date knowledge of building codes, warranty standards, and company policies.
Identifies patterns or trends in warranty requests to assist in quality improvement initiatives.
Provides excellent customer service and always represent the company in a professional manner.
Available ‘on call’ for possible emergency service calls after normal working hours and weekends as requested by management.
Capable of conducting homeowner orientations at all stages of pre- and post-closing.
Completes all established paperwork, reports, and files in accordance with Minto format and time frames.
Maintains the established homeowner files and is responsible for the archiving of these files after project close.
- Coordinates with trade partners as needed to deliver warranty responsibilities.
Builds and maintains quality relationships with trade partners and Minto personnel.
Must be well versed on general conditions, contracts, scopes, and specifications for new community startups.
Have basic knowledge of 2-10 Homebuyers Warranty or equivalent homebuilders warranty program.
Understands the issues and procedures of water Intrusion, mold, and mold remediation.
