Service & Warranty Coordinator

Position Summary

As part of the Customer Experience team, the Service & Warranty Coordinator will serve as the first point of contract for all service and warranty requests for our builder partners, including managing requests for all Pre & Post Possessions and Trade Days, from start to finish.

What You’ll Do

• Answer all incoming calls and emails from Builder partners to coordinate service and warranty requests.
• Effectively and professionally troubleshoot customer concerns through phone and email.
• Work alongside Scheduling to book Installers and Technicians for all Pre-Possession services.
• Record accurate details regarding customer inquiries into Divine Tracker and escalate issues as needed.
• Initiate, update, complete and reschedule (if needed) service work orders.
• Facilitate communication between departments and installation crews regarding scope of work, repair procedures and damages to flooring.
• Billing service work orders once completed including obtaining accurate Purchase Orders from builders when required and forwarding completed work order to builders.
• Follow up on phone calls and emails regarding outstanding items.
• Pick up overflow work as required.
• Participate in product knowledge training sessions along with team members.
• Other administrative duties as assigned.

Who You Are :

• You’re a multi-tasker, with excellent organizational skills and the ability to manage multiple projects, while providing exemplary customer service.
• You have exceptional attention to detail and the ability to efficiently allocate resources to accomplish tasks, while working in a fast-paced environment.
• The ability to handle difficult or unexpected situations by utilizing strong analytical and listening skills in order to identify solutions.
• Enjoys working in a team environment and cross functionally with various departments, with the ability to collaborate with team members and customers to create positive experiences.
• You’re a self-starter, embraces new challenges and are highly motivated to succeed.
• Strong ability to communicate effectively, both written and verbally.

What You’ve Done :

• High proficiency in computer programs, including Microsoft Office Suite (Outlook, Word, Excel) and builder software applications.
• High school diploma or GED
• Minimum 1-year Customer Service experience
• Experience working in the Home Building industry considered an asset

What We Offer :

• Competitive salary and performance-based incentives.
• Opportunities for career growth and advancement within the company.
• Comprehensive benefits package, including health, dental and vision.
• Join a dynamic team dedicated to excellence in the flooring industry.
30+ days ago