Job Description
The warranty coordinator is responsible for providing excellent customer service and support. You will ensure that customers have a positive experience with their warranty and seasonal items, resolving any issues they may have in a timely and professional manner. You will also be responsible for maintaining accurate records of warranty coverage and claims.
ESSENTIAL FUNCTIONS
· Responsible for customer communications for all seasonal inquiries.
· Responsible for obtaining updates from the Construction team and maintaining seasonal tracking sheet.
· Communicate directly with trades on failed inspections for seasonal items.
· Update all documents to the on line portal.
· Respond to all customer queries via phone or email within 2 business days upon receipt.
· Booking all walk-throughs and inspections (includes pre-possession inspection, pre-occupancy walkthrough and possession, one-month walk through, and one-year walk throughs).
· Coordinate with other departments as required to facilitate above bookings.
· Manage Outlook calendar for Warranty Superintendents for customer appointments.
· Diagnose customer concerns and triage accordingly.
· Schedule initial trade days with homeowners and required trades.
· Create work orders and send to each trade as required.
· Create and send purchase orders to trades for non-warrantable work.
· Generate back charges as required.
· Follow up on open work orders if not closed in a timely manner.
· Update requires systems and processes on any correspondence with homeowners and updates from trades or field techs.
· Document management and general administration, including but not limited to:
o Warranty deficiencies on possession.
o Provide homeowners with necessary documentation.
o Electronic filing of all required documentation.
· Performs other related duties as assigned.