The warranty coordinator is responsible for providing excellent customer service and support. You will ensure that customers have a positive experience with their warranty and seasonal items, resolving any issues they may have in a timely and professional manner. You will also be responsible for maintaining accurate records of warranty coverage and claims.

Key Job Duties:

Technician Scheduling & Support

• Maintain and update the Outlook calendar for Warranty Technicians and Delivery Specialists, booking homeowner appointments as required.
• Communicate technician feedback and flag any homeowner concerns to the appropriate team members for proactive support.
• Monitor workload to ensure balanced scheduling and effective time management across appointments.

Homeowner Communication & Experience

• Provide homeowners with a “Welcome to Warranty” package to introduce them to warranty and what it entails.
• Act as a key point of contact for homeowners’ post-possession, addressing any questions or concerns as needed.
• Share Alberta New Home Warranty information with homeowners and provide updates as required.
• Provide homeowners with the option of a 30 day service appointment and schedule as requested.
• Provide homeowners with the option of a one year service appointment and schedule as requested. Send client details on what to expect at year end appointment and what is warrantable at year end.
• Manage seasonal and backordered items through deployment of technicians.
• Schedule appointments with technicians for escalated requests or requests escalated through Alberta New Home Warranty program.

Documentation & Systems Management

• Organize and maintain electronic filing systems for all warranty-related and homeowner documentation, ensuring easy retrieval.
• Ensure timely and accurate uploading of all relevant warranty documentation to the homeowner online portal.
• Update and manage multiple tracking systems, including the Construction Tracker, Customer Insight Tracker, and Google Review Tracker.

-Certifications (Optional but Beneficial):

• Certificate in Construction Warranty Management
• Certified Customer Service Professional (CCSP)
• Construction Administration Certificate