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.
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