Service & Warranty Coordinator

3 weeks ago

Edmonton, Canada Divine Flooring Full time

Position Summary

As part of the Customer Experience team, the Service & Warranty Coordinator will serve as the first point of contract for all service and warranty requests for our builder partners, including managing requests for all Pre & Post Possessions and Trade Days, from start to finish. 

What You’ll Do

Answer all incoming calls and emails from Builder partners to coordinate service and warranty requests. Effectively and professionally troubleshoot customer concerns through phone and email. Work alongside Scheduling to book Installers and Technicians for all Pre-Possession services. Record accurate details regarding customer inquiries into Divine Tracker and escalate issues as needed. Initiate, update, complete and reschedule (if needed) service work orders. Facilitate communication between departments and installation crews regarding scope of work, repair procedures and damages to flooring. Billing service work orders once completed including obtaining accurate Purchase Orders from builders when required and forwarding completed work order to builders. Follow up on phone calls and emails regarding outstanding items. Pick up overflow work as required. Participate in product knowledge training sessions along with team members. Other administrative duties as assigned.

Who You Are:

You’re a multi-tasker, with excellent organizational skills and the ability to manage multiple projects, while providing exemplary customer service. You have exceptional attention to detail and the ability to efficiently allocate resources to accomplish tasks, while working in a fast-paced environment. The ability to handle difficult or unexpected situations by utilizing strong analytical and listening skills in order to identify solutions.  Enjoys working in a team environment and cross functionally with various departments, with the ability to collaborate with team members and customers to create positive experiences. You’re a self-starter, embraces new challenges and are highly motivated to succeed. Strong ability to communicate effectively, both written and verbally.

What You’ve Done:

High proficiency in computer programs, including Microsoft Office Suite (Outlook, Word, Excel) and builder software applications.  High school diploma or GED Minimum 1-year Customer Service experience Experience working in the Home Building industry considered an asset

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