Homeowner Care and Warranty Support Representative – Austin, TX

The Homeowner Care and Warranty Support Representative provides customer service and warranty assistance to homeowners through digital communication and remote support tools. This role focuses on resolving service concerns efficiently, explaining warranty coverage, coordinating repairs, and ensuring a positive homeowner experience.

Responsibilities

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  Review service requests, case histories, photos, and supporting documentation before contacting homeowners.

  
  


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  Guide homeowners through troubleshooting and resolution steps using remote assistance tools.

  
  


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  Explain warranty coverage, out-of-warranty items, and available self-help solutions.

  
  


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  Maintain accurate case records, including findings, photos, documents, and correspondence.

  
  


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  Assess repair requirements, resolve minor issues remotely, and coordinate necessary repairs with service providers.

  
  


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  Monitor repair progress and follow up to ensure homeowner satisfaction.

  
  


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  Ensure all service activities comply with established warranty policies and quality standards.

  
  


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  Process repair-related charges and payment documentation for service providers.

  
  


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  Resolve scheduling, communication, and payment issues involving service partners.

  
  


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  Participate in after-hours on-call rotations and coordinate urgent repairs when required.

  
  


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  Perform additional duties as assigned.

  
  

Qualifications

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  High school diploma or GED required.

  
  


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  Previous customer service experience required; experience with a homebuilder is preferred.

  
  


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  Strong verbal and written communication skills.

  
  


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  Good organizational and time-management abilities.

  
  


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  Understanding of residential construction and basic technical repair concepts.

  
  


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  Ability to analyze problems, identify solutions, and achieve effective outcomes.

  
  


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  Intermediate to advanced proficiency in Microsoft Word and Excel.

  
  


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  Professional demeanor and ability to communicate patiently and tactfully with homeowners and business partners.

  
  


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  Flexibility to work evenings, weekends, holidays, and after-hours shifts based on business needs.

  
  

Compensation and Benefits

Eligible employees may have access to benefits such as:

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  Medical, dental, and vision insurance

  
  


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  401(k) retirement plan with company matching contributions

  
  


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  Paid parental leave

  
  


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  Employee assistance program

  
  


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  Education assistance

  
  


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  Adoption assistance

  
  


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  Paid vacation, holidays, sick leave, and personal days

  
  


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  New-hire referral bonus program

  
  


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  Employee home purchase discounts

  
  


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  Professional development opportunities

  
  

How to Apply

Individuals interested in this opportunity are encouraged to submit their resume through the online application portal.

Lauren Pierce
Talent Acquisition Manager – FenixHire
[email protected]

Equal Opportunity Employer

This organization is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration regardless of race, color, religion, sex, national origin, disability, or veteran status.