Warranty Coordinator

At Rohit we believe that the customer journey does not end at possession. As a New Home Warranty Coordinator, you’ll play a key role in ensuring homeowners feel supported, and warranty concerns are addressed in an efficient manner.

This role combines customer care, problem-solving and team collaboration. You’ll support the day-to-day operations of the warranty team, help resolve homeowner concerns, identify recurring issues and trends. You’ll work with internal team members and trade partners to ensure homeowner concerns are mitigated with efficiency.

ESSENTIAL FUNCTIONS

• Customer focused while supporting the day-to-day with the internal warranty team.
• Must be able to handle a large volume of service tickets in a timely manner (review, enter, schedule, track all service requests average volume is 500 tickets per month)
• Manage complex homeowner concerns, escalations and service using sound judgement to resolve issues while knowing when to involve the warranty manager.
• Work with homeowners, trades and internal teams to resolve warranty concerns in accordance with Rohit Homes best practice and performance guidelines.
• Build strong relationships with trade partners and hold them accountable for timely, quality completion of warranty work and service commitments.
• Detail orientated to ensure accuracy in scheduling both technicians and trades, ensure warranty commitments are completed accurately and that customer experience remains positive.

Perform other duties as assigned.

ESSENTIAL SKILLS AND COMPETENTCIES:

• You are calm, approachable and genuinely enjoy helping people solve problems.
• You are level-headed and are not afraid to have difficult conversations, when necessary, possess the ability to de-escalate when required.
• You can see patterns to get to the root cause of issues and find practical solutions for all parties.
• You are highly organized, proactive and detail orientated.
• A commitment to a positive homeowner experience
• Excellent communication and relationship-building skills.

Experience

Required

• 3 year(s): Experience in residential construction and/or warranty.
• Must have working knowledge of Outlook for scheduling.
• Must have working knowledge of Alberta New Home Warranty.

Preferred

• Knowledge of warranty software programs an asset.