Customer Service Representative & Warranty Coordinator

McCrea Heating & Air Cond; Warrenton (VA); On-site; USD 22,000 - 32,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) Retirement Plan

Company-Paid Life Insurance

Supplemental Insurance Options

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 act as the primary contact for customers, builders, technicians, and vendors. You will coordinate service appointments, warranty work, and document work orders in a fast-paced office environment.

The role requires strong organization, communication skills, and the ability to manage multiple priorities.

Qualifications

• High School Diploma or GED required.
• Customer service experience preferred, with strong verbal and written communication.
• Strong computer skills and ability to learn company systems.
• Experience with ServiceTitan or similar CRM/scheduling software preferred.
• Strong organizational and time-management skills.

Responsibilities

• Respond to customer, builder, vendor, and internal requests by phone, email, and other channels.
• Schedule and coordinate service appointments, inspections, warranty work, and related activities.
• Receive and process POs, work orders, and service requests from builders.
• Monitor builder portals for new work orders and warranty updates.
• Follow up on warranty jobs and ensure work is completed and documented.
• Maintain accurate customer, warranty, and service information in company systems.

Skills

Customer service

Microsoft Office

CRM software

Time management

Communication

Education

High School Diploma or GED

Tools

ServiceTitan

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Customer Service Representative & Warranty Coordinator

Full Time Warrenton, VA, US

Salary Range: $16.00 To $23.00 Hourly

PAY & SCHEDULE

Starting Pay:$16 - $23/ hr

Schedule: Monday - Friday

Hours: 8:00 AM – 5:00 PM

JOB SUMMARY

The Customer Service Representative & Warranty Coordinator serves as a primary point of contact for customers, builders, service technicians, and vendors. This position is responsible for providing professional customer service, coordinating service appointments and warranty work, managing work orders, and following up on open requests to ensure jobs are scheduled, completed, and properly documented.

The position works independently while coordinating with multiple departments and external contacts. This role requires strong organization, communication, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.

KEY RESPONSIBILITIES

The responsibilities below represent the primary duties of this position and are performed in accordance with company procedures and applicable requirements.

• 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-rel ated activities wit 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 elevate unresolved matters to the appropriate person when additional assistance is needed.
• 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.

BASIC REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High School Diploma or GED required.
• Customer service experience preferred, with strong verbal and written communication skills and the ability to communicate professionally with customers, employees, vendors, and other business contacts.
• Strong computer skills with proficiency in Microsoft Office applications and the ability to learn and use company systems and software.
• 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, meet deadlines, and exercise appropriate judgment and discretion.

PHYSICAL DEMANDS

The physical requirements described below are representative of the physical abilities necessary to perform the essential functions of the position.

• Ability to regularly use hands and fingers for typing, filing, handling documents, and operating office equipment
• Ability to communicate effectively in person, by telephone, and through electronic communication.
• Ability to occasionally stand, walk, bend, reach, and move throughout the office as needed.
• Ability to visually review and read documents, computer screens, and other printed or electronic materials.
• Ability to occasionally lift, carry, and move office materials and supplies as needed

WORK ENVIRONMENT

The work environment described below is representative of the conditions an employee may encounter while performing the essential functions of the position.

• Primarily works in a professional, climate-controlled office environment.
• Regularly work at a desk and computer workstation.
• May occasionally move throughout the office and interact with employees, customers, vendors, and other business contacts.

BENEFITS

Eligible employees may have access to a comprehensive benefits package, which may include:

• Medical, Dental, and Vision Insurance
• 401(k) Retirement Plan
• Company-Paid Life Insurance
• Supplemental Insurance Options
• Short-Term Disability (STD)
• Paid Time Off (PTO)
• Training and Professional Development Opportunities

Benefits eligibility and offerings may vary based on position, employment status, length of service, and applicable company plans.

McCrea Heating & Air Conditioning Services is proud to be part of the McCrea family of companies, a family-owned business with roots dating back to 1936. Serving customers across VA, MD, PA, DE, and WV, we are committed to providing quality heating and air conditioning solutions while building lasting relationships with our customers and communities. At McCrea, we believe our people are at the heart of our success. We offer opportunities to learn, grow, and build a rewarding career while working as part of a supportive team. Join us and become part of a company with a long-standing history, strong values, and a commitment to serving our customers.

McCrea Heating and Conditioning Services of VA, LLC. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, or any other legally protected status.