Job Description

Neal Communities is proud to be recognized as a 2026 Top Workplace, marking our eighth consecutive year receiving this distinction. We believe where you work matters—and we’re proud to build a workplace where people, purpose, and performance come together.

The Warranty Representative will provide exceptional customer service by coordinating warranty repairs and resolving escalated homeowner concerns in accordance with company guidelines and philosophy.

WHAT YOU'LL LOVE ABOUT WORKING AT NEAL COMMUNITIES:

• The People! We take tremendous pride in making a positive difference in our team's lives. Our employees are not just an asset to Neal Communities and its customers; they are essential to the success of our business
• Outstanding Benefits - Health Care - Medical, Dental, Vision, and Prescription Drug Coverage
• Excellent Compensation Package
• Employer Paid Life Insurance
• Supplemental Insurance
• Long & Short-Term Disability Insurance
• 401(K) with Company Matching Contributions
• PTO & Paid Holidays
• Employer Paid ID Theft Protection
• Employee Home Purchase Discount Program
• Tuition Reimbursement Program
• Employee Wellness Program
• Employee Assistance Program (EAP)
• Pet Insurance
• Employee Service Awards
• Vendor Discount Program

WHAT YOU'LL DO:

• Manage and resolve homeowner warranty claims, acting as the primary point of contact from issue identification through completion. Maintain a high level of customer service, clear communication, and warranty expertise to ensure positive outcomes and homeowner satisfaction.
• Conduct the New Home Celebration to educate homeowners about the functionality of their homes and explain the warranty process.
• Perform Quality Control (QC) walk to check cosmetic and operation of homes and QC signoff prior to homeowner orientation.
• Conduct comprehensive field inspections, including access to attics, roofs, and other elevated areas, requiring the ability to lift, climb ladders, and safely navigate construction sites.
• Use diagnostic ability and verbal and written communication to ensure each issue is properly tracked and resolved.
• Coordinate warranty items that require subcontractor/vendor involvement, including scheduling, follow-up, and repair closure with the subcontractor or vendor.
• Submit work orders that document the work performed and a description of the problem to be forwarded to the subcontractor/vendor for daily resolution.
• Manage and follow up on all scheduled repairs to ensure completion and satisfaction of the customer.
• Escalate issues to management with complete information/documentation.
• Participate in the after-hours emergency rotation for homeowner warranty matters and coordinate appropriate response/escalation for facility-related notifications.
• Provide maintenance service on an as-needed basis for SimplyDwell Homes facilities, including model and Future Homes.
• Maintain a thorough knowledge of industry standards and SimplyDwell Homes warranty guidelines and clearly communicate applicable warranty policies to homeowners.
• Provide our customers with the highest level of customer service using the SimplyDwell Homes warranty guidelines established in the warranty manual.
• Maintain accurate and timely records of warranty requests, homeowner communications, repair status, and completion in the warranty system
• The above statements are intended to describe the general nature and level of work being performed. They are not intended to be an exhaustive list of all duties, responsibilities, and skills.
• All employees will support the organization’s mission and vision by exhibiting the following behaviors: excellence and competence, collaboration and innovation, respect, commitment to our community, accountability, and ownership.

WHAT YOU BRING:

• 2+ years of experience in residential construction, warranty service, or customer care within the homebuilding industry
• Solid understanding of construction practices and the ability to diagnose and resolve home issues
• Strong communication and customer service skills
• Excellent organizational skills with the ability to manage multiple requests and follow-ups
• Comfortable using technology and learning new systems quickly
• Self-motivated, dependable, and able to work independently in the field

PHYSICAL REQUIREMENTS:

• Ability to lift and carry up to 50 pounds occasionally and perform the physical activities necessary to inspect residential construction sites, including walking, standing, climbing ladders, navigating uneven terrain, bending, stooping and accessing elevated areas, with or without reasonable accommodation.
• Work outdoors in varying weather conditions for extended periods.
• Finger dexterity may be required to operate a computer keyboard and calculator.

We are an Equal Opportunity Employer and a Drug-Free Workplace.

Neal Communities and its affiliated entities work with a limited group of approved recruiting partners under a signed agreement. We do not accept unsolicited resumes, candidate referrals, or inquiries from other third-party agencies. Any resumes submitted without a current, signed recruiting agreement in place will be treated as direct applications, and Neal Communities and its affiliates will not pay any associated fees.

This policy applies to all job postings across NealCareers.com and any other platforms where Neal Communities or its affiliated companies advertise open positions.