Warranty Coordinator

OVERVIEW

As a Warranty Coordinator in Calgary, you will ensure an excellent customer experience by managing warranty and seasonal inquiries with professionalism and efficiency. Your role involves coordinating with trades and the Construction team, scheduling inspections, updating records on our online portal, and handling customer communications. Strong customer service skills, attention to detail, and familiarity with residential construction and building codes are key. Your ability to prioritize tasks, solve problems, and thrive in a fast-paced environment will be essential for success in this dynamic position.

KEY RESPONSIBILITIES

Customer Service & Communication:

Provide exceptional customer service for all warranty and seasonal inquiries.

Respond to customer queries via phone or email within 48 hours of receipt.

Schedule and manage appointments for walk-throughs and inspections, including construction process, pre-possession, pre-occupancy, one-month, and one-year walk-throughs.

Communicate directly with trades regarding failed inspections and seasonal items.

Diagnose and triage customer concerns appropriately.

Documentation & Record Keeping:

Maintain accurate records of warranty coverage and claims.

Update all documents on the online portal.

Manage electronic filing of all required documentation, including warranty deficiencies on possession.

Create and send work orders and purchase orders to trades for required and non-warrantable work.

Generate back charges as necessary.

Follow up on open work orders to ensure timely closure.

Coordination & Administration:

Obtain updates from the Construction team and maintain the seasonal tracking sheet.

Coordinate with other departments as needed to facilitate bookings and manage the Outlook calendar for Warranty Technicians.

Handle Building Assessment Reports (BAR), including coordination with building envelope consultants, Alberta New Home Warranty (ANHW), and homeowners.

Update systems and processes with correspondence and updates from homeowners, trades, or field technicians.

QUALIFICATIONS

Education: Completion of a related diploma or certificate.

Proven Experience: At least 3 years of customer services experience and 1 year of experience in an office environment.

Technical Knowledge: General knowledge of residential construction, building and safety codes and Alberta New Home Warranty policies an asset.

SKILLS

Customer Communication: Exceptional ability to handle customer inquiries and resolve issues professionally and efficiently.

Organizational Skills: Strong aptitude for managing schedules, maintaining records, and coordinating with multiple teams and trades.

Problem-Solving: Proficient in diagnosing concerns, analyzing issues, and implementing effective solutions.

Attention to Detail: Keen eye for accuracy in documentation, tracking, and managing warranty and seasonal records.

Multitasking: Effective at managing multiple tasks simultaneously in a fast-paced and dynamic environment.