Customer Service Representative & Warranty Coordinator

McCrea Way; Warrenton, Northern (VA, KY); Hybrid; USD 22,000 - 32,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) Retirement Plan

Paid Time Off

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.

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.

Qualifications

• High School Diploma or GED required.
• Strong verbal and written communication skills.
• Experience with ServiceTitan or similar CRM is preferred.

Responsibilities

• Respond to customer, builder, vendor, and internal requests by phone or email.
• Schedule and coordinate service appointments, inspections, warranty work, and other service-related activities.
• 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 up-to-date.
• Make outbound calls for scheduling, confirmations, follow-ups, renewals, and other customer needs.
• Provide customers with information regarding services, memberships, promotions, and scheduling.
• Communicate job details, updates, and changes to customers, builders, technicians, vendors, and other parties.

Skills

Customer service

Communication skills

Microsoft Office

ServiceTitan

Time management

Attention to detail

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

• 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 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

• 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

• 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

• 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

• 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.

Schedule: Monday - Friday

Hours: 8:00 AM – 5:00 PM