Warranty Service Coordinator (Home Builder)

Under the indirect supervision of the Warranty Service Manager, the Warranty Service Coordinator performs essential duties related to the receipt, documentation, scheduling, tracking, and closeout of warranty service requests submitted by homeowners and Shea Homes community members. This position supports divisional warranty service departments and field staff by coordinating service activity, maintaining accurate records, communicating timely information, and helping ensure warranty obligations are completed with prompt, courteous, and efficient service. The Warranty Service Coordinator also handles routine information requests about homes and communities built by the company and supports customer satisfaction, quality, and cycle time objectives through consistent follow-up and service coordination.

Essential Duties and Responsibilities

Essential Duty Frequency

Receive, document, input, and process service requests received by phone, email, web request, Salesforce, and the My Shea Home Portal. Ongoing

Work with Warranty Service Specialists and field team members to schedule warranty appointments and coordinate service activity. Ongoing

Send acknowledgments, confirmations, updates, and responses to customers in a timely and professional manner. Ongoing

Provide timely and accurate information in response to homeowner, community member, and internal team requests. Ongoing

Provide administrative support for customer delivery, lot files, legal requests, invoices, check requests, and other warranty service needs. Ongoing

Follow up on all customer requests within two business days or within established company service standards. Ongoing

Coordinate, organize, and image required documentation in electronic lot files and applicable warranty systems. Ongoing

Demonstrate sensitivity, care, professionalism, and service ownership in each customer interaction while honoring representations and commitments made by the Company. Ongoing

Complete required training, including customer service, warranty process, system, and compliance training. Ongoing

Process customer follow-up letters, service communications, and related documentation as needed. Ongoing

Assist with reporting, special projects, process improvement efforts, and other duties as assigned. Ongoing

Knowledge and Experience

• High school diploma required. Bachelor''''s degree or equivalent combination of education and experience preferred.
• Three years of customer service experience preferred, preferably in the homebuilding, warranty, construction, property management, or related service industry.
• Proficiency with the Internet and Microsoft Office applications, including Word, Excel, Outlook, and Teams.
• Ability to quickly learn and effectively use database software, warranty management systems, and company operating systems.
• Salesforce experience preferred. Experience with CRM platforms or similar customer service systems is acceptable.

Skills and Abilities

• Commitment to serving internal and external customer needs with professionalism, empathy, and accountability.
• Ability to start and finish projects with minimal supervision or guidance.
• Ability to handle confidential information discreetly and appropriately.
• Strong analytical and organizational skills, including attention to detail, accuracy, deadlines, and follow-through.
• Strong teamwork skills, including the ability to cooperate, motivate, contribute, and build positive working relationships.
• Strong communication skills, including verbal communication, written communication, and active listening.
• Strong internal and external customer service orientation and commitment.
• Comfort working in a fast-paced environment where continuous improvement is expected.
• Ability to consistently achieve high work standards and meet schedule commitments.
• Flexibility and adaptability to rapid change within the organization and business environment.
• Ability to work overtime and weekends as needed.

Professional Performance Standards

Responsible and accountable for executing the specific responsibilities listed above in complete conformance with the goals, expectations, policies, service standards, and schedule commitments of the Company.

Physical Demand and Work Environment

The physical demands and work environment characteristics described here are representative of those an associate must meet to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the associate is regularly required to talk and hear. The associate is frequently required to walk and sit and occasionally stand. The associate must occasionally lift and/or move up to approximately 25 pounds. The noise level in the work environment is usually quiet to moderate.

This is currently a remote, work-from-home position. However, you may be required to return to the Scottsdale office in the future. Bimonthly (twice-a-month) meetings in or near the Scottsdale office are required.

Shea Homes is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

EOE/M/F/D/V