Warranty Coordinator

Essential Job Responsibilities

• Tracks all submitted warranty requests in Newstar Enterprise software.
• Distributes warranty tickets to Construction Managers.
• Receives signed off calls from construction managers and ensures that all required documentation is included and input in the system for tracking.
• Makes sure all repairs by trade partners and assigned personnel are completed on time.
• Participates in root-cause analysis of issues and sends recommendations to the manager.
• Facilitates a timely response, execution, and completion of all customer issues.
• Notifies management team of widespread issues and provides regular updates on escalated issues.
• Maintains warranty files with consistency and completeness.
• Follows up with homeowners to ensure concerns were addressed in a timely and professional manner, escalating to management as necessary.
• Schedules warranty work between homeowners, construction managers, and subcontractors as required.

Additional Duties

• Schedule Quality Assurance walks for Quality Assurance team.
• Remain in compliance with the Company's policies and procedures.
• Present a professional image.
• Establish and maintain positive internal and external customer relationships.
• Evaluate customer service reports for product improvements and customer satisfaction perception.

Experience & Skills

• 3+ years of experience in residential warranty, customer service, construction operations, or a related field.
• Experience coordinating repairs, managing service requests, and working with homeowners and trade partners preferred.
• Experience analyzing reports and tracking performance metrics preferred.
• Ability to work effectively with homeowners, trade partners, CMTs, CMs, and Area Managers.
• Strong follow-through and attention to detail.
• Positive attitude and the desire to work in a team environment.
• Ability to identify issues, recommend solutions, and drive timely resolution.
• Proficiency with reporting tools, service systems, and Microsoft Office applications.
• Experience in Newstar Enterprise software is a plus.