Customer Care Coordinator

Job Description

Job Description

JOB SUMMARY

Customer Care Coordinator supports the Customer Care Department by ensuring all warranty obligations are met for AVB homeowners. This role serves as a key liaison between customers, subcontractors, and internal teams, working to resolve warranty-related issues promptly while maintaining strong customer relationships.

ESSENTIAL DUTIES AND RESPONSIBILITIES

· Coordinate and manage residential warranty requests from homeowners, ensuring timely and effective resolution

· Communicate warranty issues clearly and professionally with customers, maintaining rapport and trust at all times

· Schedule, track, and follow up with subcontractors to ensure warranty work is completed accurately and on time

· Verify that warranty obligations are fulfilled in accordance with company standards and commitments

· Document warranty issues, resolutions, and trends to provide feedback to the Customer Care Department

· Serve as a point of communication between customers, subcontractors, and internal teams to ensure alignment and accountability

· Provide prompt, courteous, and efficient service to exceed customer satisfaction and quality objectives

· Identify recurring issues and communicate insights to leadership to support continuous improvement initiatives

EDUCATION AND/OR EXPERIENCE:

· High school diploma or equivalent required; associate degree or related coursework preferred

· Prior experience in customer service, warranty coordination, residential construction, or a related field preferred

· Proficiency with Microsoft Office Suite and job tracking or CRM systems

OTHER SKILLS AND ABILITIES:

· Strong organizational and time management skills

· Effective interpersonal and conflict resolution skills

· High level of professionalism and attention to detail

· Strong organizational and follow-up skills with the ability to manage multiple requests simultaneously

· Excellent verbal and written communication skills

· Professional, calm, and solution-oriented approach when interacting with homeowners and trade partners

PHYSICAL REQUIREMENTS

The position primarily involves working in an office environment, spending a substantial amount of time using a computer for documentation, coordination, and communication tasks. Occasional visits to project jobsites may be required, which can involve exposure to outdoor weather conditions and navigating various terrain and work areas under construction. Must have the ability to sit for extended periods, communicate by phone and email, use standard office equipment, and occasionally lift up to 20 pounds. When visiting jobsites, the employee will be required to wear protective safety equipment as appropriate.