Client Services Warranty Specialist

2 months ago


Monroe, North Carolina, United States True Homes Full time

The Warranty Coordinator plays a crucial role in delivering an outstanding experience for each client during their warranty period and associated services. This position ensures that all client interactions are handled with the utmost professionalism and integrity, representing True Homes with excellence.

Key Responsibilities:

  • Manage the client journey, communication, and expectations from the closing of the sale through the warranty period.
  • Respond promptly to inquiries from clients, trade partners, and internal teams.
  • Oversee the global warranty inbox, ensuring all client requests are addressed appropriately.
  • Proactively reach out to clients to confirm their satisfaction and introduce them to the Client Services Department, including making follow-up calls and sending emails.
  • Participate in ongoing training to provide accurate information to clients and trade partners.
  • Assess simple client issues and direct them to the relevant trade partner for resolution.
  • Follow up with clients and trades to guarantee timely and effective completion of services.
  • Adhere to all processes and administrative protocols consistently and accurately.
  • Embrace True Lean principles to minimize waste.
  • Manage multiple calendars and assist with scheduling as needed.
  • Document all client interactions and concerns thoroughly.
  • Perform additional duties as required.
Performance Metrics:
  • Achieve and maintain True Believer status.
  • Meet or surpass productivity benchmarks.
  • Maintain True Review position metrics consistently at 3 or above.
  • Complete all required training and assessments within set deadlines.
  • Document and distribute all service requests promptly and consistently.
  • Receive Client Satisfaction ratings that meet or exceed company expectations.
Qualifications:
  • High school diploma or GED is required.
  • One to three years of experience in call center, customer service, or administrative roles is required.
  • Professional phone etiquette is essential.
  • A background in residential construction is preferred.
General Requirements:
  • Exceptional attention to detail.
  • Strong written and verbal communication skills.
  • Excellent organizational abilities.
  • Capability to thrive in a fast-paced environment.
  • Adherence to all company policies and procedures.
  • Exhibit the qualities and character traits defined in the True Difference.
Physical Requirements:
  • Must be able to remain in a stationary position for 75% of the time.
  • Occasional movement around the office to access files and equipment is necessary.
  • Regularly operates a computer and other office machinery.


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