WARRANTY CARE COORDINATOR

Berks Homes has been successfully building homes for close to 50 years. Our story began with a 19-year-old kid buying a nail gun and an air compressor in a diner parking lot.

We've come a long way since then, but these humble beginnings serve as a reminder that we all have to start somewhere. And that start created the foundation of who we are today.

We believe in a few simple truths... life is meant to be enjoyed through hard work, surrounding yourself with great people, and intentional times of rest.

Our mission is to create lasting relationships by earning the trust of those we serve. We do this by hiring individuals who are never satisfied with the status quo and are proactive in their service to others.

Are you passionate about customer service and problem-solving? As a Warranty Care Coordinator, you'll be the critical link between customer concerns and connection to the right experts.

Ready to make an impact? Join us at Berks Homes and start your story here! Under the direction of the Regional Warranty Manager, the Warranty Care Coordinator serves as the central point of contact for receiving customer concerns and distributing them to the appropriate Regional Warranty personnel.

ESSENTIAL FUNCTIONS :

• Responds to phone calls and emails in accordance with Warranty Department guidelines
• Logs all daily communications, requests, follow ups, and notes
• Supplies homeowners with product and option information
• Collects detailed information from homeowners and vendors on warranty claim communications and logs daily
• Filters all communication by time sensitivity and routes to appropriate personnel
• Assists Warranty Manager with communications and monitors Warranty Manager's email in their absence
• Processes repair request lists received by email, mail, and My Berks Homes website
• Sends work orders to trades and Warranty Technicians
• Coordinates with trade partners ensuring contact with homeowner within 48 hours for scheduling and completion of work orders within 10 days
• Provides guidance and expectations to homeowners on setting appointments and availability
• Responsible for ensuring up-to-date and accurate information in the Homeowner manual and website maintenance manual
• Assists with Call Center management through monthly metrics, auditing of calls, and quarterly reviews as needed
• Maintains documentation for handling emergency on call situations
• Other duties as assigned
• High School Diploma / GED required
• 2+ years administrative and customer service experience within a professional office environment required
• Construction knowledge preferred
• Proficiency in Microsoft Office required
• Ability to work in a team environment required
• Excellent verbal and written communication skills required
• Strong organizational and planning skills required
• Ability to work independently, anticipate, and take initiative required
• Ability to manage multiple projects simultaneously required
• Aptitude for detail-oriented work required
• Strong customer service focus and skills required

WORKING CONDITIONS :

Professional office setting. The expected work hours are Monday through Friday, eight hours a day with a mandatory thirty-minute lunch break.

Reporting to work at a consistently scheduled time and seldom absent from work.

This position may require later hours, which may include evenings and weekends to cater to the workload.

PHYSICAL REQUIREMENTS :

Primarily seated. At times, this position may require bending, squatting, kneeling, standing, walking, reaching, pushing and pulling.

Occasionally, there may be lifting up to 25 pounds.

• Frequently, you must be able to read and comprehend, write effectively and professionally, perform minor calculations, orally communicate with all levels within the organization, reason and analyze data.
• The main equipment / machinery used is the computer, telephone, printer, and scanner.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.