Customer Experience & Warranty Coordinator

McCrea Equipment; Warrenton (VA); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Retirement Plan

Company-Paid Life Insurance

Short-Term Disability (STD)

Paid Time Off (PTO)

Training and Professional Development

Job summary

McCrea Heating & Air Conditioning Services in Warrenton, VA is seeking a Customer Service Representative & Warranty Coordinator to serve as the primary contact for customers, builders, service technicians, and vendors. The role coordinates service appointments and warranty work, manages work orders, and ensures proper documentation.

Expect a Monday–Friday schedule, 8:00 AM–5:00 PM, with hourly pay between $16 and $23.

Qualifications

• High School Diploma or GED required.
• Customer service experience preferred, with strong verbal and written communication.
• Strong computer skills with proficiency in Microsoft Office applications and ability to learn company systems.
• Experience with ServiceTitan or similar CRM, field service management, or scheduling software preferred.
• Strong organizational and time-management skills with the ability to follow instructions, maintain accuracy, prioritize multiple tasks.

Responsibilities

• Respond to incoming customer, builder, vendor, and internal requests by phone, email, and other communication channels in a professional and timely manner.
• Schedule and coordinate service appointments, inspections, warranty work, and other service-related activities with homeowners, builders, service technicians, vendors, and internal staff.
• Receive and process purchase orders (POs), work orders, and service requests from builders.
• Monitor builder portals daily for new work orders, warranty requests, and other service-related updates.
• Follow up on warranty jobs, outstanding work orders, and service requests to ensure work is completed, properly documented, and closed out.
• Maintain accurate customer, warranty, work order, and service information in company systems and ensure required documentation is completed and up to date.
• Make outbound calls for scheduling, confirmations, follow-ups, renewals, and other customer or service-related needs.
• Provide customers with information regarding services, Service Agreements, membership benefits, promotions, and scheduling.
• Communicate job details, updates, and changes to customers, builders, technicians, vendors, and other appropriate parties.
• Address customer and service-related issues and escalations.
• Assist with processing orders, customer communications, surveys, and other administrative tasks related to customer service and warranty coordination.
• Work independently to manage assigned responsibilities, prioritize multiple requests, and coordinate with others to keep jobs and service requests moving forward.
• Perform other duties as assigned.

Skills

Customer service experience

Communication skills

Organizational skills

Time-management

Education

High School Diploma or GED

Tools

ServiceTitan CRM

Microsoft Office

Scheduling software

Job description

McCrea Heating & Air Conditioning Services in Warrenton, VA is seeking a Customer Service Representative & Warranty Coordinator to serve as the primary contact for customers, builders, service technicians, and vendors. The role coordinates service appointments and warranty work, manages work orders, and ensures proper documentation.

Expect a Monday–Friday schedule, 8:00 AM–5:00 PM, with hourly pay between $16 and $23.