Reporting To: Senior Manager, Customer Experience & Growth
About the Role
At Hopewell, we believe the homeowner experience doesn't end at possession. As a Warranty Coordinator, you'll play an important role in supporting homeowners throughout their warranty journey by coordinating service requests, scheduling appointments and helping resolve warranty concerns. Working closely with homeowners, trades and internal teams, you'll help deliver the exceptional service and care that Hopewell is known for.
What You'll Do
- Interact with homeowners, trades, suppliers and fellow employees via phone and email, delivering a high level of service and support.
- Partner with Customer Experience and Field Service teams to gather information, coordinate efforts and help resolve homeowner concerns.
- Support the delivery of Hopewell's customer care philosophy throughout the warranty process.
- Schedule post-possession inspections, trade days and homeowner service appointments.
- Provide service technicians with the documentation and inspection details needed to prepare for appointments.
- Issue work orders and purchase orders.
- Maintain accurate customer, trade partner and work order information within service systems.
- Assist with the distribution, filing and organization of warranty documentation.
- Collaborate with your manager and/or other departments and colleagues to answer customer questions.
- Participate in department and corporate meetings as required.
- Other duties and responsibilities as assigned.
About You
You're organized, customer-focused and enjoy helping people solve problems. You communicate effectively, stay calm under pressure and can manage multiple priorities while maintaining attention to detail.
You thrive in a collaborative environment, build positive relationships with homeowners and colleagues, and take pride in delivering a great customer experience every step of the way.
You Also Bring:
- 2+ years of experience in customer care and/or warranty, ideally in residential real estate
- Knowledge of Alberta New Home Warranty requirements and processes considered a strong asset
- Strong communication and relationship-building skills.
- A commitment to delivering a positive homeowner experience.
