Service and Warranty Coordinator

Location: Atlanta, GA (Westside Atlanta / Chattahoochee Ave. Area), On-Site

About the role

We are seeking a dedicated, Full-Time Service & Warranty Coordinator for a luxury steel doors and windows company. This position will serve as the primary point of contact for customers, resolving issues and providing an outstanding customer experience. If you enjoy solving problems, building relationships, and delivering exceptional service to customers who expect the very best, we'd love to meet you.

This role is much more than a traditional customer service position. Our customers have often invested tens or even hundreds of thousands of dollars in custom steel doors and windows, so every interaction requires professionalism, empathy, patience, and excellent communication skills.

Responsibilities

• Serve as the first point of contact for customers regarding service and warranty concerns involving luxury steel windows and doors.
• Calm upset or frustrated customers by listening carefully, asking thoughtful questions, and working toward positive resolutions.
• Evaluate customer concerns and gather information to determine the appropriate service or warranty solution.
• Learn product knowledge, warranty procedures, and replacement parts from your manager in order to confidently resolve customer issues.
• Coordinate with internal departments to ensure timely service and follow-up.
• Document all customer interactions, service requests, and internal communications within Jobber, Salesforce, Excel, and other company systems.
• Track warranty issues through completion, ensuring nothing falls through the cracks.
• Maintain accurate records and provide updates to customers throughout the resolution process.
• Assist with other office responsibilities as needed in a collaborative, team-oriented environment.

Requirements

The ideal candidate is an excellent communicator who enjoys helping people, solving problems, and seeing projects through to completion. You are patient, resourceful, and comfortable working with customers who may initially be frustrated. Most importantly, you take ownership of your work and don't stop until the issue has been resolved.

• Bachelor's degree preferred OR 5+ years of experience in a closely related service or warranty coordination role.
• Experience working directly with customers to resolve service concerns.
• Strong verbal and written communication skills.
• Excellent organizational and follow-up abilities.
• Ability to remain calm, professional, and solution-focused during difficult customer conversations.
• Comfortable learning technical product information and warranty processes.
• Ability to manage multiple priorities while maintaining attention to detail.

Preferred Background

Experience in one or more of the following industries is highly desirable:

• Service or warranty coordination for luxury products
• Custom home builders
• High-end residential construction or remodeling
• Luxury automotive service
• Premium furniture or home furnishings
• Other high-end product or warranty environments where exceptional customer service is expected

Skills

• Required: Microsoft Excel (basic working knowledge including spreadsheets, basic formulas, and data organization)
• Preferred: Salesforce CRM, Jobber software, general comfort learning new software systems

Pay

$75,000-$81,000 annually, based on experience

Bonus Opportunity: 5-15% annual incentive after successful completion of the first six months

Benefits

• Major Medical (Kaiser)
• 401(k) with company match
• Employee discount
• Generous PTO plan