Warranty & Customer Care Coordinator

Job Description

Job Description

Warranty & Customer Care Coordinator

Location: Irving, TX
Department: Business Development & Marketing

About Dry Force

Dry Force is one of Texas' leading restoration companies specializing in water damage mitigation, mold remediation, reconstruction, and emergency restoration services. We are committed to exceptional customer service, responsive communication, innovative technology, and a team-first culture that supports accountability and growth.

Position Summary

The Warranty & Customer Care Coordinator is the primary administrative owner of Dry Force's warranty process. This role ensures warranty requests are received, documented, scheduled, communicated, escalated, and followed through to completion. The coordinator serves as the central point of contact for customers and plumbing partners while working closely with Operations, Project Managers, Account Executives, and leadership to keep warranty work moving and deliver a responsive, professional post-project experience.

Key Responsibilities

Warranty Intake & Case Management

• Serve as the primary point of contact for warranty-related inquiries from customers, plumbing partners, and internal teams.
• Receive, document, and triage warranty requests, ensuring each case includes complete customer information, job details, issue descriptions, supporting documentation, and urgency level.
• Enter and maintain accurate warranty records in company systems, including communication history, scheduling details, assigned owners, status updates, and final resolution.
• Determine the appropriate next step for each request and route the case promptly to the correct Operations or Project Management resource.
• Maintain an organized log of all open, pending, escalated, and completed warranty cases.

Customer & Plumber Communication

• Provide customers and plumbing partners with timely acknowledgment of warranty requests and clearly explain the next steps in the process.
• Deliver proactive status updates throughout the warranty lifecycle so customers and partners are not left without communication.
• Coordinate appointments, access requirements, documentation needs, and follow-up communication with customers and plumbing partners.
• Set clear expectations regarding scheduling, scope review, next steps, and resolution timelines while avoiding commitments that have not been approved by Operations or leadership.
• Maintain a professional, empathetic, and solutions-focused approach when handling dissatisfied customers or sensitive service concerns.

Operational Coordination & Execution

• Coordinate inspections, return visits, repairs, and other warranty-related field activity with Operations, Project Managers, technicians, and applicable vendors.
• Track each warranty case from intake through completion, following up consistently to ensure assignments are accepted, visits are scheduled, and required work is completed.
• Identify stalled or aging warranty cases, remove administrative roadblocks when possible, and escalate unresolved issues to the appropriate leader.
• Confirm completion with the responsible internal team and ensure final communication is provided to the customer and plumbing partner before the case is closed.
• Support smooth handoffs between Business Development and Operations when a warranty concern involves a referral partner or strategically important account.

Escalations, Reporting & Process Improvement

• Escalate urgent, high-risk, repeat, or highly dissatisfied customer situations promptly and provide leadership with a clear summary of the issue, actions taken, and outstanding needs.
• Prepare regular reporting on open warranty volume, aging, response times, completion status, recurring issues, and escalation trends.
• Identify patterns in warranty activity that may point to workmanship, communication, scheduling, or process gaps and share findings with leadership.
• Recommend and help implement improvements to warranty workflows, documentation standards, communication templates, and tracking practices.
• Protect confidential customer and business information and maintain complete, audit-ready documentation.

Qualifications

Required

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• At least 2 years of experience in warranty coordination, customer service, service dispatch, project coordination, claims administration, or a similar customer-facing operational role.
• Strong written and verbal communication skills, including the ability to manage difficult conversations professionally and calmly.
• Excellent organization, follow-through, and time management skills with the ability to manage multiple active cases and competing priorities.
• Strong attention to detail and accuracy in documentation, data entry, and status tracking.
• Proficiency with Microsoft Outlook, Excel, and other standard business applications.
• Ability to work independently, exercise sound judgment, and escalate issues appropriately in a fast-paced service environment.

Preferred

• Experience coordinating warranty claims, service callbacks, repair work, or post-project customer care.
• Experience in restoration, construction, plumbing, HVAC, roofing, insurance, or another home-services or field-service industry.
• Experience communicating with trade partners, referral partners, vendors, technicians, or field operations teams.
• Experience using CRM, job management, dispatch, or project tracking software such as Luxor, Salesforce, HubSpot, or a similar platform.
• Basic experience preparing operational reports and identifying trends from service data.

What We're Looking For

• A highly dependable coordinator who takes ownership and follows every case through completion.
• A customer-focused communicator who can build trust, de-escalate concerns, and keep all parties informed.
• A proactive problem solver who identifies delays early and pushes for resolution without losing attention to detail.
• A collaborative partner who can work effectively across Business Development, Operations, Project Management, and leadership.
• Someone comfortable learning new systems, improving processes, and working with a high degree of accountability.

Benefits

• Medical, dental, and vision insurance
• Company-paid life insurance
• 401(k) with company match
• Paid Time Off (PTO)
• Paid holidays
• Professional development opportunities
• Career advancement within a growing organization

Why Join Dry Force?

At Dry Force, you'll be part of a company that values teamwork, accountability, responsiveness, and continuous improvement. This position has a direct impact on customer satisfaction, partner relationships, and the successful resolution of warranty work across the organization.