Customer Service Representative & Warranty Coordinator

McCrea Heating & Air Cond•Warrenton, VA

10h•$16 - $23•Onsite

About The Position

The Customer Service Representative & Warranty Coordinator serves as a primary point of contact for customers, builders, service technicians, and vendors. This position is responsible for providing professional customer service, coordinating service appointments and warranty work, managing work orders, and following up on open requests to ensure jobs are scheduled, completed, and properly documented. The position works independently while coordinating with multiple departments and external contacts. This role requires strong organization, communication, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

Requirements

High School Diploma or GED required.
Customer service experience preferred, with strong verbal and written communication skills and the ability to communicate professionally with customers, employees, vendors, and other business contacts.
Strong computer skills with proficiency in Microsoft Office applications and the ability to learn and use company systems and software.
Experience with ServiceTitan or similar CRM, field service management, or scheduling software preferred.
Strong organizational and time-management skills with the ability to follow instructions, maintain accuracy, prioritize multiple tasks, meet deadlines, and exercise appropriate judgment and discretion.

Responsibilities

Respond to incoming customer, builder, vendor, and internal requests by phone, email, and other communication channels in a professional and timely manner.
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 (POs), work orders, and service requests from builders.
Monitor builder portals daily for new work orders, warranty requests, and other service-related updates.
Follow up on warranty jobs, outstanding work orders, and service requests to ensure work is completed, properly documented, and closed out.
Maintain accurate customer, warranty, work order, and service information in company systems and ensure required documentation is completed and up to date.
Make outbound calls for scheduling, confirmations, follow-ups, renewals, and other customer or service-related needs.
Provide customers with information regarding 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 to the appropriate person when additional assistance is needed.
Assist with processing orders, customer communications, surveys, and other administrative tasks related to customer service and warranty coordination.
Work independently to manage assigned responsibilities, prioritize multiple requests, and coordinate with others to keep jobs and service requests moving forward.
Perform other duties as assigned.