Warranty Service Coordinator; Builder

Under the indirect supervision of the Warranty Service Manager, the Warranty Service Coordinator performs essential duties related to the receipt, documentation, scheduling, tracking, and closeout of warranty service requests submitted by homeowners and Shea Homes community members. This position supports divisional warranty service departments and field staff by coordinating service activity, maintaining accurate records, communicating timely information, and helping ensure warranty obligations are completed with prompt, courteous, and efficient service.

The Warranty Service Coordinator also handles routine information requests about homes and communities built by the company and supports customer satisfaction, quality, and cycle time objectives through consistent follow-up and service coordination.

• Receive, document, input, and process service requests received by phone, email, web request, Salesforce, and the My Shea Home Portal.
  
  Ongoing
• Work with Warranty Service Specialists and field team members to schedule warranty appointments and coordinate service activity.
  
  Ongoing
• Send acknowledgments, confirmations, updates, and responses to customers in a timely and professional manner.
  
  Ongoing
• Provide timely and accurate information in response to homeowner, community member, and internal team requests.
  
  Ongoing
• Provide administrative support for customer delivery, lot files, legal requests, invoices, check requests, and other warranty service needs.
  
  Ongoing
• Follow up on all customer requests within two business days or within established company service standards.
  
  Ongoing
• Coordinate, organize, and image required documentation in electronic lot files and applicable warranty systems.
  
  Ongoing
• Demonstrate sensitivity, care, professionalism, and service ownership in each customer interaction while honoring representations and commitments made by the Company.
  
  Ongoing
• Complete required training, including customer service, warranty process, system, and compliance training.
  
  Ongoing
• Process customer follow-up letters, service communications, and related documentation as needed.
  
  Ongoing
• Assist with reporting, special projects, process improvement efforts, and other duties as assigned.
  
  Ongoing

• High school diploma required. Bachelor's degree or equivalent combination of education and experience preferred.
• Three years of customer service experience preferred, preferably in the homebuilding, warranty, construction, property management, or related service industry.
• Proficiency with the Internet and Microsoft Office applications, including Word, Excel, Outlook, and Teams.
• Ability to quickly learn and effectively use database software, warranty management systems, and company operating systems.
• Salesforce experience preferred. Experience with CRM platforms or similar customer service systems is acceptable.

• Commitment to serving internal and external customer needs with professionalism, empathy, and accountability.
• Ability to start and finish projects with minimal supervision or guidance.
• Ability to handle confidential information discreetly and appropriately.
• Strong analytical and organizational skills, including attention to detail, accuracy, deadlines, and follow-through.
• Strong teamwork skills, including the ability to cooperate, motivate, contribute, and build positive working relationships.
• Strong communication skills, including verbal communication, written communication, and active listening.
• Strong internal and external customer service orientation and commitment.
• Comfort working in a fast-paced environment where continuous improvement is expected.
• Ability to consistently achieve high work standards and meet schedule commitments.
• Flexibility and adaptability to rapid change within the organization and business environment.
• Ability to work overtime and weekends as needed.

Responsible and accountable for executing the specific responsibilities listed above in complete conformance with the goals, expectations, policies, service standards, and schedule commitments of the Company.

The physical demands and work environment characteristics described here are representative of those an associate must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the…