Warranty Coordinator (2065)

DRB Homes; Houston (TX); On-site; USD 36,000 - 56,000; Full time

Job summary

DRB Homes is seeking an administrative warranty coordinator in the Houston division. You will handle warranty service requests from homeowners via email and phone, supporting the Warranty Team with professional customer service and administrative tasks.

You will log requests, coordinate with team members, and generate reports while maintaining accurate records and ensuring satisfaction of customers throughout the settlement process.

Qualifications

• Must have strong verbal skills (in person and over the phone) and strong written skills.
• Detail oriented with strong organizational skills.
• Effective multi-tasking in a fast-paced environment.
• Ability to work in a fast-paced environment and manage multiple tasks.
• Problem solving capabilities and initiative.
• Ability to take initiative and be assertive.
• Process management abilities.
• Must have a valid driver’s license.

Responsibilities

• Log all warranty service requests from homeowners in the computer system.
• Contact Warranty Service Team Members to respond to new service calls.
• Log completed service calls ensuring accuracy of information input.
• Follow up on phone surveys to verify completion and customer satisfaction.
• Generate correspondence to internal and external customers.
• Generate reports and interpret data for managers.
• Interact with homeowners via phone or email.
• Interface with customers, warranty staff, vendors, subcontractors, field supervisors, sales consultants, and management.
• Heavy phone and computer use.
• Handle fax, copy, mail, and filing related to settlements.

Skills

Verbal communication

Written communication

Detail orientation

Multi-tasking

Fast-paced work

Problem solving

Initiative

Process management

Driver's license

Education

Associates degree

2-3 years work experience

Data entry

Tools

Computer systems

Job description

Job Location: Houston Division - Houston, TX 77042

Job Purpose

Effectively handle incoming service requests via email and over the phone from homeowners in an expedient and professional manner. Providing support to the Warranty Team as required through excellent customer service and administrative tasking.

Responsibilities

• Log all warranty service requests received from homeowners in the computer system
• Immediately contact appropriate Warranty Service Team Members to respond to new service calls
• Log new completed service calls from warranty team members ensuring accuracy and information is input correctly
• Follow up as required on phone survey calls to homeowners to verify completion of service call and satisfaction of customer
• Must generate correspondence to internal and external customers
• Generate reports and interpret data for manager(s)
• May have to interact via phone or email frequently with homeowners
• Interface effectively with customers, warranty staff, vendors, subcontractors, construction field supervisors, new home sales consultants and management
• Heavy phone and computer use
• Fax, copy, mail, and file information related to settlement process

Essential Functions

• Detail oriented, have the ability to multi task and stay focused with numerous interruptions
• Excellent follow up and organizational skills
• No phone reluctance in initiating calls to homeowners or team members
• Solid computer work experience, including
• Great communication and listening skills
• Good phone demeanor
• Strong work ethic
• Ability to multi-task and prioritize
• A good sense of urgency to respond to customer calls and relay information to Team Members
• Ability to handle confrontation and negative communication in a professional and composed manner
• Able to listen empathetically and patiently and be personable with customers
• Previous office experience required. Previous customer service and residential homebuilding experience a plus. Other duties as apparent or assigned

Qualifications

Knowledge and Skills

• Must have strong verbal skills (both in person and over the phone) and strong written skills
• Detail oriented and strong organizational skills
• Effective multi-tasking skills
• Ability to work in fast paced environment
• Problem researching capability
• Ability to take initiative and be assertive
• Process management ability
• Must have a valid driver’s license

Education and Work Experience

• Associates Degree OR 2-3 years work experience
• Data entry and file management experience
• Customer service experience a plus
• Previous homebuilding experience preferred