About this role
This role manages the homeowner warranty workflow after home closing, ensuring repairs are scheduled and completed while maintaining high customer satisfaction. You will evaluate repair requests, coordinate subcontractor work, process work orders, and follow up with homeowners to resolve concerns.
Key Responsibilities
- Receive and confirm homeowner requests
- Schedule inspection appointments
- Evaluate warrantable items and communicate outcomes
- Process work orders and coordinate subcontractor repairs
- Follow up with homeowners to ensure timely resolution
Technical Overview
The technical requirements are centered on using DRH Warranty applications on smart phones, tablets, and laptops along with Microsoft Office and email to process written/electronic work orders and coordinate repair instructions.
Ideal Candidate
The ideal candidate is an entry-level customer service coordinator with 6 months to 1 year of related experience, focused on completing homeowner warranty requests after closing. They will be able to manage repair workflows, determine warrantable items, coordinate subcontractor repairs, and maintain strong communication and rapport with homeowners and subcontractors using DRH Warranty applications on mobile devices.
Must-Have Skills
High School Diploma or GED6 months to 1 year related experienceAbility to utilize DRH Warranty applications on a smart phonetabletor laptopProficiency with MS Office and emailAbility to lift and/or move up to 15 pounds
Nice-to-Have Skills
Previous customer service experienceExcel in effective and positive communicationsWork effectively in high pressure situationsAbility to provide a systematic approach in carrying out assignments
Tools & Platforms
DRH Warranty applicationsMicrosoft OfficeEmailsmart phonetabletlaptop
Required Skills
Customer warranty requests managementScheduling subcontractorsHomeowner communicationCustomer Service Technicians schedulingRepair issue evaluation to determine warrantable itemsCommunicating if not warrantableProcessing work orders (written or electronic)Verbal instructions processingCertifying warranty work within contractor obligationsFollow up with homeownersProfessional and ethical mannerExecute policies to ensure compliance with quality standardsAbility to work overtimeDevelop rapport with subcontractors and homeownersDRH Warranty applicationsMS OfficeEmaillift and/or move up to 15 pounds
Hard Skills
Customer warranty requests managementScheduling subcontractorsHomeowner communicationCustomer Service Technicians schedulingRepair issue evaluation to determine if they are warrantable itemsCommunicating effectively if repair issue is deemed not warrantableProcessing work orders (written or electronic work orders)Verbal instructions processing from supervisor for homeowner repairsCertifying warranty work is completed within contractor obligationsFollow up with homeowners to ensure concerns are addressedProfessional and ethical business conductExecute policies to ensure compliance with quality standardsAbility to work overtimeDeveloping rapport with subcontractors and homeownersAbility to utilize DRH Warranty applicationsSmart phone useTablet useLaptop useMS OfficeEmail
Soft Skills
Effective communicationPositive communicationCustomer satisfaction focusRapport buildingProfessional demeanorProblem-solvingTime managementHigh pressure performanceSystematic approach
Keywords for Your Resume
Customer Service CoordinatorCustomer Service Coordinator - Phoenix WestD.R. HortonHigh School Diploma or GEDrelated experienceDRH Warranty applicationsMS Officeemailwork orderswritten or electronic work orderssubcontractorsCustomer Service Technicianswarrantable itemswarranty repairscontractor obligationsquality standardsability to work overtimehomeowner requestsinspection appointmentslift and/or move up to 15 poundsprofessional and ethical mannerhomeowner communication
Deal Breakers
Must have High School Diploma or GED, Must have 6 months to 1 year related experience, Must be able to utilize DRH Warranty applications on a smart phone, tablet, or laptop, Must have proficiency with MS Office and email, Must be able to lift and/or move up to 15 pounds
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