Warranty Coordinator

Andersen•Meridian, ID

5d•Onsite

About The Position

Renewal by Andersen is the full service window replacement division of Andersen Corporation. We are committed to providing homeowners with an exceptional experience from the initial consultation through installation and beyond. Our commitment does not end when the installation is complete. Our service and warranty teams play an important role in ensuring homeowners receive the support, communication, and solutions they need throughout their ownership experience. We’re looking for a Warranty Coordinator to serve as a key point of contact for homeowners throughout the warranty and service process. This role is responsible for coordinating warranty claims, service requests, and service appointments from initial contact through completion while maintaining clear communication with homeowners, service technicians, and internal teams. The Warranty Coordinator will manage a high volume of service activity, requiring strong organization, attention to detail, communication, and follow through. You will listen to homeowners, understand their concerns, gather the information needed to determine next steps, coordinate service scheduling, and proactively communicate throughout the process. This position is well suited for someone with experience in customer service, service coordination, scheduling, warranty administration, field service, or customer support. The ideal candidate is personable, organized, comfortable communicating with a wide variety of people, and able to adjust their communication style based on the situation.

Requirements

Exceptional verbal and written communication skills.
Strong customer service mindset with a genuine desire to help others.
Ability to build rapport and communicate effectively with a wide variety of people.
Ability to listen carefully, ask effective questions, and understand customer concerns.
Strong organizational and time management skills.
Ability to manage multiple priorities while maintaining accuracy and attention to detail.
Strong follow through and accountability.
Ability to work collaboratively with homeowners, technicians, and internal teams.
Comfortable working in a high volume customer service and service coordination environment.
Strong problem solving and critical thinking skills.
Comfortable learning new technology, CRM systems, scheduling platforms, and internal processes.
Professionalism, empathy, and sound judgment when handling customer concerns.

Nice To Haves

Experience in customer service, warranty administration, service coordination, service scheduling, customer support, or field service.
Experience coordinating field service operations or technician schedules.
Experience managing warranty claims, service requests, work orders, or customer cases.
Working knowledge of residential construction, window or door installation, or home systems.
Experience working with CRM, customer management, or service management systems.
Experience managing a high volume of customer interactions or service requests.

Responsibilities

Support Homeowners Throughout the Service Process: Serve as a primary point of contact for homeowners regarding warranty and service related needs. Listen to homeowner concerns, ask questions, and gather the information needed to understand the issue. Guide homeowners through the warranty process while clearly communicating expectations regarding coverage, scope, billing, and next steps. Communicate professionally and proactively with homeowners by phone and email. Follow up on voicemails, outstanding requests, warranty claims, and customer questions to ensure timely resolution. Build trust through empathy, professionalism, and consistent follow through.
Coordinate Service and Scheduling: Manage warranty and service requests from initial intake through completion. Schedule and coordinate service appointments for field technicians across multiple territories. Maintain an active service pipeline and prioritize requests to keep work moving efficiently. Coordinate with technicians and internal teams regarding scheduling, service needs, delays, and other obstacles. Monitor service requests and work orders to ensure appropriate follow up and timely completion. Identify issues that may impact the homeowner experience and take appropriate action to keep the process moving.
Deliver an Exceptional Customer Experience: Create positive homeowner experiences throughout the warranty and service process. Set clear expectations and maintain consistent communication throughout the service lifecycle. Conduct post service follow up with homeowners to confirm their concerns have been addressed. Work toward exceptional post service customer satisfaction and NPS results. Handle challenging homeowner interactions with professionalism, empathy, and sound judgment. Take ownership of customer concerns and work toward positive outcomes.
Maintain Accurate Records and Processes: Maintain detailed and accurate documentation of customer interactions, service activity, work orders, and updates. Complete required service documentation and templates. Manage a high volume of service requests while maintaining accuracy and attention to detail. Follow established processes for opening, coordinating, and closing service requests. Assist with auditing and billing responsibilities across multiple markets. Use customer management and service systems to track service activity, documentation, scheduling, and follow up.
Build Product and Process Knowledge: Develop a strong understanding of Renewal by Andersen products, installation practices, warranty coverage, and service processes. Learn and effectively utilize company specific systems and technology. Work closely with service technicians and internal teams to understand service needs and coordinate appropriate solutions. Stay current on company procedures, policies, and compliance requirements. Continuously develop knowledge and skills to improve the homeowner experience and service process.