Warranty Coordinator/ Service Coordinator ( Residential New Construction)

Customer Service Coordinator

Full-Time/Regular

Job Summary:

This customer-focused position conducts new home presentations to new home buyers in addition to managing their care after closing. This role involves showcasing home features and ensuring buyers are confident in their purchase, as well as resolving warranty issues promptly.

Duties and Responsibilities:

• Homebuyer Pre-Close Orientation Meeting

o Meet with new homebuyers to conduct through pre closing inspections of newly built homes to ensure they meet company quality standards.

o Conduct a new home presentation demonstrating the features in the home.

o Identify, document and report defects with the home’s construction.

o Collaborate with Project Managers to resolve identified issues before closing.

• Maintain strong relationships with homebuyers by providing excellent customer service and ensuring their satisfaction with their new home.

· Warranty Service

o Service Request Management: Receive, document, and process warranty service requests from homeowners. Ensure all issues are accurately recorded and prioritized based on urgency.

o Work Order Coordination: Create and manage work orders, assign tasks to appropriate subcontractors, ensuring the work aligns with the homeowner’s warranty coverage.

• Subcontractor Management: Communicate with and oversee subcontractors to ensure timely and efficient completion of all warranty work, meeting company standards.

o Quality Control: Ensure all warranty work is completed to company quality standards with a focus on customer satisfaction.

o Problem Resolution: Address homeowner complaints and concerns, managing situations diplomatically and professionally to maintain high levels of customer satisfaction.

o Documenting & Reporting: Maintain accurate records of warranty requests, work completed and follow up actions needed. Ensure all documentation is up to date and easily accessible for internal tracking.

o Timely Completion: Ensure that all warranty service requests are completed within the company’s set timelines. Manage delays and communicate any changes to homeowners promptly.

o Customer Satisfaction: Prioritize customer satisfaction by addressing issues quickly, professionally, and ensuring the final work exceeds homeowner expectations.

o Collaboration: Work closely with the construction team and other departments to ensure that warranty issues are resolved effectively and that root causes are addressed to prevent future issues.

Required Skills

Skills and Abilities:

• Attention to Detail: Ability to identify minor construction defects and issues during the orientation process and documenting service issues.
• Strong Communication: Clear and professional verbal and written communication skills for interacting with homebuyers, Trade Partners, and internal teams.
• Customer Focus: A customer first mentality, ensuring homeowner satisfaction.
• Problem Solving: Proactive in resolving issues and managing challenges that may arise during the orientation or warranty process.
• Time Management: Ability to manage and prioritize tasks efficiently.
• Organizational Skills; Ability to track multiple service requests, deadlines, and subcontractor performance simultaneously.
• Conflict Resolution: Able to manage and diffuse challenging situations with homeowners ensuring their concerns are addressed and resolved professionally.

Required Experience

Minimum Education/Experience/Knowledge:

• High School diploma or equivalent.
• Customer service experience preferred.
• Fundamental knowledge of home care.

Job Type: Full-time

Pay: $50,000.00 - $70,000.00 per year

Benefits:

• Health insurance

Schedule:

• Day shift
• Monday to Friday

Experience:

• Residential New Construction Customer Service: 1 year (Required)
• fundamental knowledge of home care.: 2 years (Required)

Ability to Commute:

• Burnsville, MN 55337 (Required)

Work Location: In person

Salary : $50,000 - $70,000