Customer Service Representative & Warranty Coordinator

McCrea Heating & Air Cond•Bridgeville, DE

1d•Onsite

About The Position

The Customer Service Representative & Warranty Coordinator is a primary point of contact for customers, builders, service technicians, and vendors. The role provides professional customer service; coordinates service appointments, inspections, and warranty work; manages work orders; and follows up on open requests to ensure jobs are scheduled, completed, documented, and closed out. The position works independently while coordinating with multiple departments and external contacts. It requires strong organization, communication, attention to detail, and the ability to manage multiple priorities in a fast-paced environment. The role primarily works in a professional, climate-controlled office, regularly at a desk and computer workstation.

Requirements

High school diploma or GED required.
Strong verbal and written communication skills and the ability to communicate professionally with customers, employees, vendors, and other business contacts.
Strong computer skills, including proficiency in Microsoft Office applications, and the ability to learn and use company systems and software.
Strong organizational and time-management skills, including the ability to follow instructions, maintain accuracy, prioritize multiple tasks, meet deadlines, and exercise appropriate judgment and discretion.

Nice To Haves

Customer service experience.
Experience with ServiceTitan or similar CRM, field service management, or scheduling software.

Responsibilities

Respond professionally and promptly to incoming requests from customers, builders, vendors, and internal contacts by phone, email, and other communication channels.
Schedule and coordinate service appointments, inspections, warranty work, and other service-related activities with homeowners, builders, service technicians, vendors, and internal staff.
Receive and process purchase orders, work orders, and service requests from builders.
Monitor builder portals daily for new work orders, warranty requests, and service-related updates.
Follow up on warranty jobs, outstanding work orders, and service requests to ensure work is completed, documented, and closed out.
Maintain accurate customer, warranty, work order, and service information in company systems and keep required documentation current.
Make outbound calls for scheduling, confirmations, follow-ups, renewals, and other customer or service-related needs.
Provide customers with information about services, Service Agreements, membership benefits, promotions, and scheduling.
Communicate job details, updates, and changes to customers, builders, technicians, vendors, and other appropriate parties.
Address customer and service-related issues and escalate unresolved matters when additional assistance is needed.
Assist with processing orders, customer communications, surveys, and other customer service and warranty coordination administrative tasks.
Manage assigned responsibilities independently, prioritize multiple requests, and coordinate with others to keep jobs and service requests moving forward.
Perform other duties as assigned.