Quality Control and Warranty Specialist chez Rhodes Enterprises

Description

At Rhodes, our core purpose is to enhance the lives of our customers and team through building communities. We specialize in developing master planned communities and construction of high quality, energy efficient homes. Rhodes has been recognized among the fastest growing private companies in the US by Inc. 5000 and is on a mission to expand its footprint into more communities across South Texas. Since 2019, Esperanza Homes, a Rhodes Company, has ranked nationally on the Builder Magazine’s Top 100 Builders list, and is on an aggressive growth trajectory to serve more communities across South Texas.  

Rhodes was founded in the early 1990’s as a land acquisition and holding company. In 2006, the company shifted gears and ventured into residential/commercial land development and home building with the formation of Esperanza Homes. Rhodes Enterprises has grown to one of the largest developers of residential, commercial, and master-planned communities in the areas we serve. We are passionate about our customers, building exceptional homes, our team, and the communities where we live and work.  

Rhodes is a certified Great Place to Work, when you choose to work with us, you are part of a passionate and high-performing Team! You will work alongside team members who set and reach ambitious goals every day and are excited to continue to grow and build communities. 

Benefits of being a part of our Team include:  

• Competitive Compensation including Bonus & Profit-Sharing Programs 
• Health Care - Medical/Dental/Visio??n/Prescription?? Drug Coverage 
• Employer Paid Health Reimbursement Account for Medically Enrolled Staff 
• 401(k) with Company Matching Contributions 
• Disability Programs 
• Employee & Dependent Life Insurance 
• Vacation & Company Holidays 
• Employee Home Purchase Rebate Program 
• Employee Assistance Program (EAP) 

Role Mission: As the Quality Control and Warranty Specialist at Rhodes, you are responsible for conducting home inspections, managing warranty requests, and ensuring every Esperanza Home meets our quality standards before and after closing. Through detailed inspections, responsive service, and a commitment to excellence, you ensure every Esperanza Home reflects our high standards and delivers peace of mind to our homeowners. Reporting to the Director Customer Care and part of the Operations Team, you play a vital role in providing an excellent customer experience while supporting our purpose of creating beautifully engaging communities. 

Measured Performance Goals:

• Warranty Request Cycle-Time – 14 Days or Less (Individual)
• Warranty Request Aging Average – 14 Days or Less (Individual) 
• Average Customer Satisfaction - NPS (Warranty) 
• Average Home Cycle Time (Operations) 
• Average Total # of Variances (Operations)

Accountabilities:

Quality Control Functions:

• Perform internal inspections throughout the build of each home, per schedule, to ensure adherence to Esperanza Homes’ quality standards 

       - Foundation Audit 

       - Frame Audit 

       - QC Final 

       - QC Sign-Off 

• Complete schedule audits as requested by Manager 
• Maintain strong knowledge of Esperanza Homes’ Scopes of Work, quality standards, and local building codes 
• Work independently with effective time management to complete all required inspections on schedule 

Warranty Functions: 

• Possess the knowledge to educate customers on homeowner maintenance during the 30-Day Visit  
• Must possess demonstrated knowledge of new home construction process, scheduling and cost control procedures  
• Responsible for accurate and timely approval of payments to all trade partners and vendors through the online portal  
• Work independently with effective time management to complete all customer appointments per schedule.  
• Responsible for Warranty Emergency Line one weekend per month  
• Evaluate minor repairs (e.g., door or cabinet adjustments) and discuss whether they can be completed internally or require trade partner support  
• Demonstrate an understanding of the Esperanza Homes Warranty Program and Homeowner Maintenance requirements   
• Build and maintain positive trade partner & vendor relations  
• Provide regular feedback to Director of Customer Care on Trade Partners & Vendors to ensure we are retaining the best   
• Ensure adherence to our standard procedures and scopes of work, both internally and with trade partners and vendors  
• Provide clear and timely communication to all trade partners and vendors through proper channels 
• Responsible for promptly contacting customers and scheduling initial evaluations within 48 hours of receiving warranty requests, as well as ensuring trade partners are scheduled to complete service orders in alignment with established timelines.  

Customer Experience:

• Customer service oriented and believe customer experience is the number one priority 
• Act as the central point of contact for trade partner and vendor communication, ensuring customers receive accurate and timely updates 
• Respond to all customer phone calls, emails, and warranty order requests in a timely, friendly, and professional manner 
• Maintain required work hours of 8:00 a.m. – 5:00 p.m., Monday thru Friday, and participate in the Warranty Emergency Line rotation one weekend per month 
• Review customer surveys and provide feedback on the experience through internal comments & customer follow-up 
• Ensure all customer appointments are completed by the standard processes and respective timelines 
• Ability to establish clear expectations for customers on warrantable vs. non-warrantable items and handle difficult conversations professionally 
• Responsible for escalating elevated customer concerns to promptly to manager 

Administrative Functions:

• Complete and file all required documents for each inspection in the respective lot files 
• Ensure all Quality Control documents follow proper format and structure 
• Complete & file all necessary documents for each 30-Day Visit and Warranty Request in the respective lot files 
• Ensure proper format and structure for all Warranty documents 
• Prepare Check-In reports with the following for manager review: Detailed feedback and review of past, current, & upcoming inspections and detailed feedback and review of Open Warranty Requests, 30-Day Visits, Avid Surveys, and 11-Month Updates 
• Attend weekly Tactical Meetings with the Customer Care Team 
• Ensure schedules and checklists are updated per guidelines in ITK 

Interdepartmental Communication:

• Update notes in a timely manner (same day as appointment) to keep the Warranty Coordinator and management informed of warranty request status and progress 
• Update schedules in a timely manner, same day as inspection, so construction schedule remains on track 
• Communicate any inconsistencies, customer concerns, quality control issues or any other concerns to Director Customer Care 
• Facilitates clear inter-department communication 
• Interacts and communicates clearly with coworkers, clients, and vendors in a courteous, friendly manner
• Exhibit strong active listening skills to ensure clear and effective communication 

Embodies Rhodes Core Values:

• Act with Integrity, No Exceptions 
• Honor our Team 
• Never Be Satisfied – continuously looks for ways to improve every aspect of our business
• Best in Class Customer Experience -provide a best-in-class customer experience – every time, with every customer 

Lives the Values of the Rhodes Team:

• Believes and is committed to our mission to enhance the lives of our customers and our team through building communities 
• Is driven by outcomes and results, and wants to be held accountable for them
• Has a propensity for action, willing to make mistakes by doing in order to learn and improve quickly 
• Thrives in an entrepreneurial, high-growth environment; is comfortable with ambiguity and change 
• Seeks and responds well to feedback, which is shared often and freely across all levels of the organization 
• Works through silos and forges strong cross-departmental relationships in order to achieve outcomes 

Supervisory Responsibilities: 

-None  

Qualifications, Knowledge & Skills:

• High School Graduate and have a minimum of 3 years of current or recent experience in a customer service-related position with 1-2 years’ experience in residential construction is preferred 
• Bilingual in English and Spanish preferred 
• Excellent communication skills and ability to ensure customer satisfaction 
• Computer skills and ability to adapt to company systems 
• Possess time management skills 
• Must be highly organized and detail oriented 
• Problem solving ability 
• Ability to multi-task and remain focused 
• Ability to maintain calm in a high stress environment 

FLSA Status: Exempt 

Essential Functions:

Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions. 

• Report to Corporate Office daily and adhere to schedule 
• Ability to access, input, and retrieve information from a computer and/or electronic device 
• Ability to have face to face conversations with customers, co-workers and manager 
• Ability to sit or stand for long periods of time and move around work environment as needed 
• Ability to operate a motor vehicle 
• Comply with company policies and procedure 

Physical Requirements:

• Ability to lift up to 50 lbs. without assistance  
• Ability to handle strenuous activity from ceiling repair to floor repair  
• Ability to sit, stand, kneel, bend, reach, push and pull for long periods of time