Warranty Coordinator

3 months ago

Monroe, United States True Homes Full time

The Client Services Coordinator I is responsible for providing each client with a uniquely exceptional experience and ensures that each client's experience, during their warranty period and courtesy services on their home, meets or exceeds a uniquely exceptional experience. The Client Services Coordinator I efficiently and effectively processes and distributes approved warranty and courtesy services. The Client Services Coordinator I acts as an advocate for our clients and represents True Homes with the highest level of integrity, character, professionalism, and ethics.

Responsibilities:

  • Owns the client experience, communications, and expectations from closing through warranty period
  • Responds to clients, trade partners, and internal team members in a timely manner
  • Ensures all clients are responded to in an appropriate manner and monitors the global warranty inbox for any requests submitted for markets they are responsible for.
  • Makes proactive contacts with clients to ensure they have had an exceptional experience and establishes the initial introduction to the Client Services Department this includes cold calls and follow-up emails.
  • Takes part in ongoing training and knowledge-based tasks to ensure that they are providing accurate information to clients as well as trade partners
  • Triages simple client concerns and directs to appropriate trade partner for repair
  • Follows up with clients and trades to ensure completion of services is timely, correct, and permanent
  • Follows all processes and administrative procedures consistently, completely, and accurately
  • Practices True Lean culture to eliminate waste
  • Maintains multiple calendars and assists with scheduling
  • Documents all client requests and concerns
  • Performs other duties as needed or required
Results/Accountability:
  • Receive and maintain True Believer status.
  • Meet or exceed productivity measurements.
  • True Review position metrics are consistently 3 and above
  • Completes required training and assessments by required deadline
  • Documents and distributes all service requests immediately and consistently
  • Receives Client Satisfaction ratings that meets or exceed company standards
Qualifications:
  • High school diploma or GED required
  • One to three years of call center, customer service, and administrative background required
  • Professional phone etiquette required
  • Residential construction background preferred
General Requirements:
  • Excellent attention to detail
  • Strong communication skills, written, and verbal skills
  • Strong organizational skills
  • Ability to work in a fast-paced environment
  • Comply with all company policies and procedures
  • Demonstrate the qualities and character traits as defined in the True Difference
Physical Requirements:
  • Must be able to remain in a stationary position 75% of the time
  • Associate needs to occasionally move about the office to access file cabinets, office equipment, etc.
  • Constantly operates a computer and other office equipment

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