Warranty Coordinator

Position Summary

RWG is seeking an organized, responsive, and detail-oriented Warranty & Homeowner Care Coordinator to manage warranty requests for completed residential construction projects.

This position will serve as the primary point of contact between homeowners, RWG’s construction team, subcontractors, and vendors. The coordinator will be responsible for receiving and documenting warranty requests, scheduling inspections and repairs, maintaining clear communication with all parties, and ensuring each matter is properly resolved and closed.

The ideal candidate is an excellent communicator who can manage multiple open issues, remain professional during difficult conversations, and consistently follow through until work is completed.

Primary Responsibilities

Warranty Documentation

• Maintain RWG’s warranty tracking system.
• Provide management with a weekly open-warranty report
• Receive homeowner warranty requests by email and warranty submission forms.
• Review requests to determine whether sufficient information, photographs, and documentation have been provided.
• Identify overdue items, high-priority matters, repeat problems, and cases awaiting management decisions.
• Assist with maintaining manufacturer, subcontractor, and extended-warranty records.
• Confirm the homeowner’s settlement date and applicable warranty coverage.
• Record all homeowner communications, appointments, inspections, repairs, photographs, and supporting documentation.
• Distinguish between warranty-related work, homeowner maintenance, damage caused by outside events, and matters requiring management review.

Homeowner Communication

• Acknowledge new warranty requests within one business day.
• Explain RWG’s warranty procedures and anticipate next steps.
• Provide homeowners with reasonable scheduling and status updates.
• Maintain professional and respectful communication, including when a requested repair is not covered.
• Prepare written warranty determinations for management approval when necessary.
• Escalate sensitive, recurring, legal, safety-related, or high-cost matters to management.

Scheduling and Coordination

• Schedule inspections with homeowners, construction personnel, subcontractors, and vendors.
• Confirm appointments with all parties and communicate access requirements.
• Coordinate repair dates and ensure subcontractors receive the correct scope of work.
• Follow up on cancellations, missed appointments, delays, and incomplete repairs.
• Work with homeowners to obtain confirmation that access will be available as scheduled.
• Coordinate multiple trades when a warranty matter requires more than one contractor.

Subcontractor Management

• Track subcontractor acceptance and scheduling of assigned work.
• Follow up regularly until repairs are completed.
• Request photographs, service reports, invoices, and warranty documentation.
• Notify management when a subcontractor is unresponsive or fails to complete work properly.
• Maintain an updated list of qualified warranty contractors by trade.

Qualifications

• Two or more years of experience in construction administration, property management, customer service, warranty coordination, or a related field preferred
• Familiarity with residential construction methods and terminology preferred
• Strong written and verbal communication skills
• Excellent organizational, scheduling, and follow-up abilities
• Ability to manage difficult conversations calmly and professionally
• Strong attention to detail and documentation
• Ability to prioritize urgent matters while managing multiple open requests
• Proficiency with email, spreadsheets, shared calendars, and project or warranty tracking systems
• Valid driver’s license and reliable transportation if property visits are required

Job Type: Full-time

Pay: $22.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• Construction: 1 year (Preferred)

License/Certification:

• Driver's License (Required)

Ability to Commute:

• Philadelphia, PA (Required)

Work Location: In person