Warranty Coordinator

Proformance Builder Solutions is a leading B2B construction services provider, specializing in roofing, drywall, painting, siding, and house wrap for new residential construction. Founded in 2016, we have completed over 15,000 roofing installations and have recently expanded our service offerings to meet the growing demands of residential builders across the state. Our mission is to be the safest, quickest, and lowest-cost provider in the industry, delivering high-quality services to builders on time and on budget.

Role Overview

The Warranty Coordinator plays a vital role in Pro Formance Roofing's mission to deliver timely, high-quality service and maintain strong builder relationships. This position is responsible for the intake, processing, and coordination of all warranty and repair ticket requests, while ensuring accuracy, consistency, and clear documentation throughout the workflow.

Acting as the operational hub for warranty execution, the coordinator manages builder portals, communicates job status with internal teams, and provides direct customer service to homeowners and builder partners. This role works in direct collaboration with the Revenue Recovery Specialist to ensure EPO accuracy and support back charge processes and reports directly to the Warranty Manager.

Key Responsibilities

Warranty Ticket Management & Intake

• Professionally handle incoming calls from homeowners and builders, aiming to maintain a 90%+ answer rate.
• Promptly return voicemails within 2 business hours (excluding after-hours situations).
• Accurately create and process warranty tickets in a timely manner through phone, email, or portal submissions.
• Collect essential job details such as roof type, issue duration, leak location, and urgency (emergency or standard).
• Review and double-check ticket entries to ensure accuracy and completeness.

Builder Portal & System Oversight

• Monitor warranty requests through Supply Pro, Vendor Suite, and any other assigned builder portals.
• Ensure timely creation of tickets with correct data entry and portal status updates.
• Generate EPOs in Dynamics 365 and push jobs to Skedulo for branch scheduling.
• Coordinate with the Warranty Manager prior to involving estimating on community creation in Dynamics for jobs not already entered.

Communication & Coordination

• Communicate job scheduling updates to builders, branch operations, and internal departments.
• Re-involve branches for completion confirmations, builder inquiries, or additional job info.
• Escalate unresolved or time-sensitive issues to the Warranty Manager.
• Maintain open communication with GMs, AGMs, and Repair Supervisors to proactively manage field scheduling.
• Keep detailed documentation for all jobs, including ticket history, internal notes, and prior visits.

Collaboration with Revenue Recovery Specialist

• Coordinate regularly with the Revenue Recovery Specialist to support EPO requests, processing and back charge review.
• Notify the Revenue Recovery Specialist of any ongoing issues with builder EPO approvals or pricing concerns.
• Work jointly to track EPO trends, report anomalies, builder trends and/or repair trends.

Reporting & Accountability

• Contribute to department reporting efforts, supporting the Warranty Manager in tracking performance and resolution times.
• Maintain consistent and thorough documentation of job data to support Accounts Receivable, Revenue Recovery Specialist, Branches, Crews and Builders.

Customer Service & Escalation Handling

• Uphold a high level of professionalism and customer service in communication with homeowners, builders, and internal staff.
• Escalate builder or homeowner concerns directly to the Warranty Manager with detailed context and ticket history.
• Route builder calls that require higher-level assistance or pricing clarity to the Warranty Manager.
• Route field level EPO or Back Charge related transgressions to Revenue Recovery Specialist
• Report communication breakdowns or conflicts with GMs/AGMs/Repair Supervisors to the Warranty Manager for resolution.

Additional Duties

• Take the initiative in seeking clarity, asking questions, and documenting unresolved matters.
• Support special projects and additional tasks assigned by the Warranty…