Warranty Coordinator

DRB Homes•Addison, TX

7d•Onsite

About The Position

The Warranty Coordinator handles incoming service requests from homeowners by email and phone in an expedient and professional manner. The role supports the Warranty Team through customer service and administrative work, including recording service requests and completed calls, coordinating responses, following up with homeowners, generating correspondence and reports, and processing settlement-related information. The position involves frequent communication with homeowners and collaboration with warranty staff, vendors, subcontractors, construction field supervisors, new home sales consultants, and management.

Requirements

Previous office experience.
Strong verbal communication skills, both in person and over the phone, and strong written communication skills.
Detail-oriented, with strong organizational skills and the ability to multitask and stay focused despite interruptions.
Excellent follow-up skills.
Comfort initiating calls to homeowners and team members.
Solid computer work experience.
Ability to prioritize and work effectively in a fast-paced environment.
Ability to research problems, take initiative, be assertive, and manage processes.
A good sense of urgency when responding to customer calls and relaying information to team members.
Ability to handle confrontation and negative communication professionally and calmly.
Ability to listen empathetically and patiently and be personable with customers.
Strong work ethic and a professional phone manner.
Valid driver's license.
Associate degree or 2–3 years of work experience.
Data entry and file management experience.

Nice To Haves

Previous customer service experience.
Previous residential homebuilding experience.

Responsibilities

Log warranty service requests received from homeowners in the computer system.
Immediately contact appropriate Warranty Service Team Members about new service calls.
Accurately record completed service calls reported by warranty team members.
Follow up on phone survey calls with homeowners to verify service completion and customer satisfaction.
Generate correspondence for internal and external customers.
Generate reports and interpret data for managers.
Communicate frequently with homeowners by phone or email.
Interface with customers, warranty staff, vendors, subcontractors, construction field supervisors, new home sales consultants, and management.
Use the phone and computer extensively.
Fax, copy, mail, and file information related to the settlement process.
Perform other duties as apparent or assigned.