Customer Service/Home Warranty Coordinator

Job Description

Job Description

Position Summary :

The Home Warranty Coordinator provides direct support to homeowners throughout the warranty period by answering questions, addressing concerns, and helping ensure work is completed in a timely manner. Serve as the primary point of contact between homeowners, superintendents, and subcontractors. Maintain a team-player attitude both with co-workers and sub-contractors.

Key Duties and Responsibilities:

• Manage, process, and track warranty claims to help ensure reported issues are resolved efficiently and in accordance with company guidelines.
• Perform administrative and customer service duties, including answering phones and entering and processing new homeowner files
• Processing incoming warranty requests and determining whether requested repairs are covered under the home warranty.
• Dispatch and/or schedule service request reviews with superintendents for homeowners submitting new issues.
• Take the time to go over all open issues with homeowners, if requested.
• Advise Management of any situation that requires immediate management involvement.
• Follow up with sub-contractors to ensure all work tickets are completed according to GL Homes' guidelines.
• Administrative duties, including; answering busy phones, filing, scanning, faxing, data processing, picking up messages and returning calls in a timely manner, reception.
• Follow up daily on billing and invoicing to ensure subcontractors are paid in a timely manner.
• Other related duties and projects as assigned by management

Education & Experience:

• High School diploma required.
• A minimum of 7 years' previous customer service experience required.
• Experience working with residential builders or in similar field preferred but not required.

Skills & Abilities:

• Interpersonal Skills - Must enjoy working with customers. Must always maintain a professional and personable attitude at all times
• Customer Service - Must demonstrate excellent customer service skills. Maintain a friendly attitude and always keep a smile
• Capable of handling difficult clientele
• Must have strong administrative skills
• Good computer skills: must have experience using Office 360, Excel, Word, Outlook
• Teamwork a must. Ability to establish rapport and develop good working relationships with all levels within and outside the organization. Always willing to help others.
• Multi-tasking a must. Show initiative to meet deadlines and able work on several tasks simultaneously.
• Must have good organizational, time management skills and follow-up skills