Under the direct supervision of the Manager, the Warranty Service Center Administrator performs essential duties to support the Shea Warranty Service Center, which includes the receipt and distribution of all service requests submitted by homeowners and community members throughout the day. The Administrator will also receive and distribute all Service Center voicemails both at the start of the day, after all meetings, and after lunch. The Administrator may also handle routine information requests about the homes and communities built by the company. The Administrator will assist with all New Home Warranty processes, including opening new requests, sending appointment confirmation emails, and gathering TradePartner® information for our new homesites. This position supports all divisional Warranty departments and field staff. In addition to ensuring that Shea Homes meets all warranty obligations to each customer, this individual works with all stakeholders and communicates information back to the Service Center to improve and exceed customer satisfaction, quality, and cycle time objectives. This individual is also responsible to ensure that all warranty issues are satisfied through prompt, courteous, and efficient service.

Knowledge/Experience

• Proficiency with the Internet, MS Word, Excel and Outlook; ability to quickly learn database software programs required
• One year customer service experience preferred (preferably in a homebuilding industry)
• High School Diploma required, bachelor’s degree or equivalent combination of education and experience preferred

Skills/Abilities

• Strong analytical and organizational skills – attention to detail, accuracy and deadlines
• Commitment to serving customer needs
• Requires overtime and weekend work as needed
• Must be comfortable working in a fast-paced environment where continuous improvement is expected
• Must be able to consistently achieve high work standards
• Ability to handle confidential information discreetly
• Strong team-building skills including the ability to lead, cooperate, motivate, and contribute as part of a team
• Able to start and finish projects with very minimal supervision or guidance
• Strong communication skills including verbal and written communication and listening skills
• Must possess a strong internal/external customer service orientation/commitment
• Flexibility and adaptability to rapid change within the organization and the global business environment

Professional Performance Standards

Responsible and accountable for executing the specific responsibilities listed above in complete conformance with goals, expectations and schedule commitments of the Company.

Shea Homes is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

EOE/M/F/D/V