Warranty Coordinator

Job Purpose

Effectively handle incoming service requests via email and over the phone from homeowners in an expedient and professional manner. Provide support to the Warranty Team as required through excellent customer service and administrative tasks.

• Log all warranty service requests received from homeowners in the computer system.
• Immediately contact appropriate Warranty Service Team Members to respond to new service calls.
• Log new completed service calls from warranty team members ensuring accuracy and correct information input.
• Follow up as required on phone survey calls to homeowners to verify completion of service call and satisfaction of customer.
• Generate correspondence to internal and external customers.
• Generate reports and interpret data for manager(s).
• Interact via phone or email frequently with homeowners.
• Interface effectively with customers, warranty staff, vendors, subcontractors, construction field supervisors, new home sales consultants and management.
• Heavy phone and computer use.
• Fax, copy, mail, and file information related to settlement process.

• Detail oriented, with the ability to multi-task and stay focused with numerous interruptions.
• Excellent follow‑up and organizational skills.
• No reluctance in initiating calls to homeowners or team members.
• Solid computer work experience.
• Great communication and listening skills.
• Good phone demeanor.
• Strong work ethic.
• Ability to multi‑task and prioritize.
• A good sense of urgency to respond to customer calls and relay information to team members.
• Ability to handle confrontation and negative communication in a professional and composed manner.
• Ability to listen empathetically, patiently, and be personable with customers.
• Previous office experience required; previous customer service and residential homebuilding experience a plus.
• Other duties as apparent or assigned.