Customer Care Coordinator

Job Description

Job Description

Join us and be a part of our collaborative company culture, providing innovative, quality-built construction projects as a leading retail general contractor throughout California and the western United States.

We are looking for a Customer Care Coordinator who will manage post-construction service and warranty requests while serving as the primary point of contact for customers after project completion. This role coordinates communication between clients, project managers, subcontractors, vendors, and service technicians to ensure warranty and service issues are resolved promptly, professionally, and with exceptional customer service. The Customer Care Coordinator will also support general service requests, quoting activities, scheduling, and documentation to ensure a seamless customer experience.

Keep reading IF:

YOU ARE CUSTOMER-FOCUSED AND RELATIONSHIP DRIVEN.

You enjoy building strong relationships and serving as a trusted point of contact for clients. You communicate effectively, provide timely updates, and ensure customers feel supported throughout the service process.

YOU ARE ORGANIZED AND DETAIL-ORIENTED.

You thrive in a fast-paced environment, can manage multiple service requests simultaneously, and take pride in maintaining accurate records, schedules, and documentation.

YOU ARE A PROBLEM SOLVER.

You enjoy investigating issues, coordinating solutions, and working with internal and external partners to resolve challenges efficiently while maintaining a positive customer experience.

ESSENTIAL DUTIES MAY INCLUDE:
In the first 30 days and ongoing:

• Learn Eleven Western Builders' operations, warranty processes, service procedures, and customer care expectations.
• Develop relationships with project managers, superintendents, subcontractors, vendors, and key clients.
• Gain proficiency in service management systems, client portals, and internal operating platforms.Learn warranty guidelines, service protocols, and documentation requirements.
• Begin coordinating customer service requests and supporting scheduling activities.

By the 90-day mark and ongoing:

• Independently manage warranty and service requests from intake through closeout.
• Coordinate repair schedules with customers, subcontractors, and internal teams.
• Provide consistent communication and status updates to clients throughout the repair process.
• Maintain accurate records across client portals and internal systems.
• Assist with service-related quotes by gathering pricing and coordinating information from vendors and subcontractors.

Within the 6th to 9th-month mark and ongoing:

• Serve as a primary point of contact for warranty and post-construction service requests.
• Coordinate more complex customer issues and service resolutions.
• Monitor service timelines and hold vendors and subcontractors accountable for completion schedules.
• Identify opportunities to improve customer service processes and operational efficiencies.
• Support billable service work and assist with routing non-warranty requests to appropriate resources.

By the 12th month mark and ongoing:

• Successfully oversee day-to-day warranty and service coordination with minimal supervision.
• Maintain strong customer relationships and ensure high levels of customer satisfaction.
• Continuously improve service processes, communication standards, and documentation practices.
• Support ongoing growth of the Facility Services department through efficient customer care and service management.
• Contribute to a culture of responsiveness, accountability, and exceptional client service.

EDUCATION, SKILLS & EXPERIENCE:

• 3 to 5 years of experience in commercial construction administration, customer service, project coordination, or a related field.
• Understanding of commercial warranty claims, manufacturer warranties, contractual liability limits, and construction defect resolution processes.
• Experience coordinating multiple projects, service requests, or customer accounts simultaneously.
• Proficiency with Microsoft Office Suite, including Outlook, Word, and Excel.
• Familiarity with construction management platforms such as Procore, StruXure, Monday.com, or similar systems.
• Strong communication, negotiation, and conflict-resolution skills.
• Exceptional organizational skills and attention to detail.
• Ability to work independently while collaborating effectively with internal and external stakeholders.

WHO WE ARE:

Since 1983, Eleven Western Builders, Inc. has been a leading retail general contractor, delivering innovative, quality-built construction projects to a diverse group of clients. We approach every project with a goal of total satisfaction for our clients, ourselves, and all members of the project team, ready to conquer any obstacle that may arise.

At Eleven Western Builders, we keep our promise to build the best projects by providing our clients with top-level management and the highest quality fieldwork on projects throughout California and the western United States. We love this work; we were built to do it, and we are ready to earn our clients’ trust!

BENEFITS:

Annual Performance-Based Bonuses, Health Benefits Package, 401k, Computer, Paid Holidays, Vacation, and Sick Time.

PAY RANGE:

$30 - $35/Per Hour