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Warranty Advisor

Posted on June 11, 2025

  • Full Time

Warranty Advisor

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Ensure delivery of superior homeowner care service within 5 categories: customer inquiries, warranty program coordination, landscaping and grading, administration as well as team work and customer service.

  • Customer Inquiries
  • Build rapport with clients, establish trust through fair dealing and ethical conduct.
  • Practice active listening when speaking with homeowners regarding their concerns (ask question, paraphrase, reflect feelings, empathize response, reframe, summarize).
  • Address all requests and concerns from customers. Address emergency situations with clients quickly and effectively.
  • Respond to homeowners contacts: phone and email to ensure appropriate and timely responses.
  • Send various letters and reminders to homeowners at appropriate times, including warranty wrap-up letters.
  • Warranty Program Coordination
  • Create homeowner warranty files, input warranty items into the computer, develop and maintain reports summarizing warranty items, issue and distribute approved work orders, monitor completed work orders, initiate follow-up calls to homeowners and trades, and close homeowner warranty files when complete.
  • Ensure overdue service report is distributed to trades personnel for updating.
  • Receive and coordinate all incoming emergency calls and emails from a homeowner and direct them to the appropriate trades.
  • Assist with warranty-related approvals and create trade back-charges.
  • Scheduling appointments as required: first and year end walkthroughs as well as trade days and service appointments.
  • Research homeowner inquiries or concerns for validity including application of Construction Performance Guidelines and understanding possible repair options.
  • Manage homeowner care activities throughout the lifecycle, including reviews, trade days, work order completion and explanation of homeowner maintenance.
  • Ensure timely closure of service files at the end of the first year builder warranty.
  • Contact customers to ensure repairs are completed or update on outstanding work orders that are over 20 days.
  • Completion of homeowner care seasonal items – continual communication with trades and homeowners.
  • Landscaping and Grading
  • Monitor the grading and landscaping process to completion.
  • Monitor the architectural approval process- communicating inspection results to clients and following up with developers.
  • Build rapport with trades and suppliers, establish trust through fair dealing and ethical conduct.
  • Update folder with completed grading certificates, sending a copy to the homeowner for their records.
  • Submitting and tracking grading approvals and certificates to architectural agents’ websites, following up to get architectural approvals and rectifying architectural deficiencies.
  • Follow up via phone and email to homeowner inquiries, providing information as requested.
  • Assign landscaping deposit refunds to homeowners and submit requests to accounts payable.
  • Administration
  • Education – continually learning to improve performance.
  • Reporting as required.
  • Assist Service Technicians (phone calls, research files, etc.).
  • Manage the homeowner care technician’s schedules, prepare paperwork for technician’s appointments and process paperwork after appointments.
  • Responds to job related commitments by meeting deadlines and following organizational standards.
  • Document all warranty department processes and procedures, ensuring this documentation is accurate and updated regularly.
  • Bring recurring problems to the attention of the Homeowner Care manager.
  • Complete additional duties assigned.
  • Team Work and Customer Service Skills
  • Attempts to resolve issues that fall within their scope and accountability.
  • Asks questions and does research to learn more about the issue.
  • Always displays professionalism, respect and dignity in daily interactions.
  • Recognizes potential problems and works to resolve issues before they progress.
  • Shares knowledge and experience with team members and solicits input and feedback from others.
  • Seeks improvements and clarity on standard responses and procedures.
  • Attend and participate in on-site demonstrations and information sessions to educate self in respect to new products installed/used in new homes.

Requirements

  • Experience in the residential construction industry an asset.
  • Well organized with the ability to prioritize work and meet deadlines.
  • Demonstrated interpersonal/customer service skills in dealing effectively with the public/homeowners including ability to deal professionally and effectively with irate/upset homeowners.
  • Two years office administration experience.
  • Ability to learn and retain a high amount of detailed product knowledge.
  • Strong knowledge of Microsoft Office products, including Excel, Word. NewStar experience is an asset.
  • Excellent analytical and problem-solving skills.
  • Strong written and verbal skills to communicate with customers as well as all levels of the organization.
  • Strong customer service orientation.

Job Type: Full-time

Schedule:

  • Monday to Friday

Work Location: In person

Application deadline: 2024-04-29


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