Customer Service / Quality Control Manager

McArthur Homes


customer service/quality control manager JOB DESCRIPTION

Manage all Warranty related service for McArthur Homes

Respond to and evaluate requests for warranty service

Determine if request qualifies as warranty item

Make adjustments while on site, OR

Send request for adjustment to responsible trade contractor(s)

If request does not qualify as warranty item

Educate buyer regarding their responsibility, and possibly,

Make adjustment as gesture of good will

Track completion of warranty service items

Follow up with trade contractors

Confirm repairs with homeowners (if necessary)

Report Progress

Turn in updated list of warranty items completions daily

Communication with buyers

Contact buyers and perform a “30 day” visit between 20 and 45 days from the date of closing.  Review new warranty items and educate regarding their responsibilities

Visit buyers at 11 months for final warranty sign-off

Address any warranty items needing attention

Distribute referral cards at every visit and ask for referrals.  Wait for them to complete the cards while you wait.

Home Buyer Orientation Tour

Schedule final buyer walk through

Evaluate company walkthrough schedule

Contact superintendent

Discuss concerns / incomplete items

Arrive early, prep house

Turn on all lights, heat or A/C

Fill out paperwork, display touch up kits

Meet homeowner out front to start tour

Orientation of buyer

Explain purpose of final walkthrough

Orient buyer to warranty program

Tour house

Reinforce that the purpose is not to “pick apart” the house

Emphasize the quality of construction / contractors

Suggest preventative maintenance

Feedback to construction

Go over “hot spots” on walk lists with superintendent

Meet with superintendents at monthly construction meeting

New items

Contractor response

Re-occurring items

Re-write “scope of work” for trade contractors as needed

Model Home / Rental Properties

Responsible for maintenance / appearance of model homes

Replace light bulbs over 9’ high, paint touchup, repairs as needed

Hang model home doors in basements on hooks and replace when model home is sold

Supervise trade contractor who provides landscape service to model homes and office

Meet renters at rental properties

Inspect home before and after term of rental

Handle maintenance issues


Complete other tasks and jobs as required for efficient and profitable operation of McArthur Homes.

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