Warranty Coordinator
- AB, Canada
- Calgary, AB, T2P 3V4, Canada
Full-time
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Job details
- Job type
- Full-time
- Posting language
- English
- Posted
Original job description
At Rohit we believe that the customer journey does not end at possession. As a New Home Warranty Coordinator, you’ll play a key role in ensuring homeowners feel supported, and warranty concerns are addressed in an efficient manner.
This role combines customer care, problem-solving and team collaboration. You’ll support the day-to-day operations of the warranty team, help resolve homeowner concerns, identify recurring issues and trends. You’ll work with internal team members and trade partners to ensure homeowner concerns are mitigated with efficiency.
ESSENTIAL FUNCTIONS
- Customer focused while supporting the day-to-day with the internal warranty team.
- Must be able to handle a large volume of service tickets in a timely manner (review, enter, schedule, track all service requests average volume is 500 tickets per month)
- Manage complex homeowner concerns, escalations and service using sound judgement to resolve issues while knowing when to involve the warranty manager.
- Work with homeowners, trades and internal teams to resolve warranty concerns in accordance with Rohit Homes best practice and performance guidelines.
- Build strong relationships with trade partners and hold them accountable for timely, quality completion of warranty work and service commitments.
- Detail orientated to ensure accuracy in scheduling both technicians and trades, ensure warranty commitments are completed accurately and that customer experience remains positive.
Perform other duties as assigned.
ESSENTIAL SKILLS AND COMPETENTCIES:
- You are calm, approachable and genuinely enjoy helping people solve problems.
- You are level-headed and are not afraid to have difficult conversations, when necessary, possess the ability to de-escalate when required.
- You can see patterns to get to the root cause of issues and find practical solutions for all parties.
- You are highly organized, proactive and detail orientated.
- A commitment to a positive homeowner experience
- Excellent communication and relationship-building skills.
More about this job
Responsibilities
Coordinate high-volume homeowner warranty requests, including reviewing, entering, scheduling, and tracking service tickets. Resolve homeowner concerns and escalations while collaborating with internal teams and trade partners to ensure timely, quality service and a positive customer experience.
Requirements
The role calls for a calm, approachable, highly organized person with strong communication and relationship-building skills who can manage a large volume of service requests accurately. Candidates should be comfortable handling difficult conversations, de-escalating concerns, identifying recurring issues, and using sound judgment to find practical solutions.
Skills
- Customer Service
- Warranty Coordination
- Service Ticket Management
- Problem-Solving
- Escalation Management
- Conflict De-Escalation
- Root Cause Analysis
- Scheduling
- Organization
- Attention to Detail
- Communication
- Relationship Building
- Trade Partner Management
- Accountability
- Team Collaboration
- Sound Judgment
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Administrative
- Construction
- Management & Leadership
Keywords
- New Home Warranty
- Homeowner Support
- Warranty Concerns
- Service Tickets
- Service Requests
- Ticket Review
- Ticket Entry
- Service Scheduling
- Service Tracking
- Escalation Management
- Customer Experience
- Trade Partners
- Warranty Team
- Warranty Performance Guidelines
- Issue Trends
- Root Cause Analysis
- Quality Completion
- Service Commitments
- De-Escalation
- Problem-Solving