Customer Service Coordinator

About the Role

D.R. Horton, Inc., the largest homebuilder in the U.S., is seeking a Customer Service Coordinator-WA. The primary goal is to facilitate the completion of all customer warranty requests while maintaining a high level of customer satisfaction by scheduling subcontractors for repairs. The role involves proactively resolving customer issues after home closing.

Key Responsibilities

• Receive and confirm receipt of homeowner requests.
• Make initial contact with homeowners and/or Customer Service Technicians to schedule inspection appointments.
• Evaluate homeowner repair issues to determine if they are warrantable items.
• Communicate effectively to homeowners if a repair issue is deemed not warrantable.
• Process written or electronic work orders and/or verbal instructions from a supervisor for homeowner repairs.
• Schedule and manage subcontractors to make designated warranty repairs.
• Certify that warranty work is completed within contractor obligations.
• Follow up with homeowners to ensure concerns are addressed in a timely and professional manner.
• Conduct all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company.
• Ability to work overtime.
• Develop and maintain good rapport with subcontractors and homeowners.
• Execute policies to ensure compliance with quality standards.

Requirements & Tech Stack

• Ability to utilize DRH Warranty applications on a smartphone, tablet, or laptop.
• Proficiency with MS Office and email.
• Ability to lift and/or move up to 15 pounds.

Qualifications

• High School Diploma or GED.
• 6 months to 1 year related experience.
• Previous customer service experience.
• Excel in effective and positive communications.
• Work effectively in high-pressure situations.
• Ability to provide a systematic approach in carrying out assignments.