Warranty Service Coordinator

SI HOLDCO•Jacksonville, FL

2d•Onsite

About The Position

Southern Impression Homes is currently seeking a Warranty Service Coordinator to provide professional and timely customer service to homeowners for their warranty repair requests. We pride ourselves on our culture and our ability to make our company a place that employees enjoy coming to work each day. We believe hard work is important, but we also know that balance is essential. We encourage employees to become their best, both personally and professionally. Everything we produce is a result of the hard work and talent of our team members. We believe that when good ideas are shared, even better things can happen. The Warranty Work Order Coordinator is responsible for managing warranty requests associated with new construction homes from initial notification through completion. This position serves as the primary point of coordination for warranty work orders, ensuring requests are properly evaluated, documented, assigned, scheduled, communicated, and followed through to completion. The position works closely with homeowners, property management teams, trade partners, and vendors to provide timely and professional warranty service while maintaining accurate documentation and established service standards.

Requirements

High school diploma or equivalent.
Two or more years of experience in customer service, maintenance coordination, residential construction, warranty service, property management, or a similar service-oriented role preferred.
Knowledge of residential construction and/or common home maintenance requirements preferred.
Understanding of major home systems and the ability to troubleshoot common issues such as HVAC, plumbing, electrical, and general building components preferred.
Strong organizational and time-management skills with the ability to manage multiple work orders and deadlines simultaneously.
Strong attention to detail and ability to maintain accurate records.
Strong written, verbal, and interpersonal communication skills.
Ability to develop and maintain cooperative professional relationships with homeowners, residents, vendors, trade partners, and internal team members.
Highly customer-focused with a professional demeanor.
Good scheduling, follow-up, and problem-solving skills.
Intermediate to advanced proficiency with Microsoft Office and related computer systems.
Ability to remain calm, professional, and effective when dealing with frustrated customers or challenging situations.
Ability to adapt to changing priorities and work effectively in a deadline-driven environment.
Valid Driver’s License and proof of state required auto liability insurance.
Able to perform essential functions of the position with or without a reasonable accommodation.

Responsibilities

Receive, acknowledge, review, and document warranty requests from homeowners, property management teams, and other authorized parties.
Contact the homeowner or designated representative to gather the information needed to assess the reported issue.
Evaluate requests by reviewing issue details, property and warranty history, and available troubleshooting information to determine coverage and the appropriate course of action.
Clearly and professionally communicate request status, warranty determinations, service expectations, and non-covered items to homeowners, property management teams, and other authorized parties.
Create, assign, and manage warranty work orders through completion, routing each request to the appropriate trade partner or vendor.
Coordinate property access and schedule inspections, repairs, and follow-up appointments with homeowners, residents, trade partners, vendors, and other appropriate parties.
Track work-order progress, follow up consistently, and ensure established completion deadlines are met.
Verify repair quality and completion and coordinate timely resolution of outstanding items.
Maintain complete and accurate warranty records in company systems, including work orders, inspection notes, correspondence, status updates, and completion documentation.
Prepare accurate closeout documentation and, when applicable, identify associated costs and responsible parties.
Keep the Customer Service Manager and appropriate internal teams informed of work-order status and outstanding, delayed, escalated, or recurring warranty issues.
Foster professional, cooperative relationships with homeowners, residents, trade partners, vendors, and internal team members.
Monitor trade partner and vendor performance and report recurring workmanship, material, or service concerns to the Customer Service Manager.
Support the Customer Service Manager with escalated concerns, recurring warranty issues, special projects, department needs, and relevant meeting updates.
Have availability to work weekends and after hours as needed.
Perform related duties and special assignments as directed.