Warranty & Service Coordinator

Value Windows and Doors Inc, a leading Windows & Doors manufacturer in the Southern California area is currently hiring for an Warranty & Service Coordinator in Duarte, CA. Summary Description: A Warranty & Service Coordinator works with customers to provide quality service and to help them get the services they need. There is a heavy customer service basis, as the Service Coordinator is often the initial contact, so having good people and professional phone etiquette skills is a must. You will also need to build strong relationships with internal and external customers to ensure we provide the best care possible. Reporting Relationship: Reports to the Service & Warranty Manager. Essential Responsibilities: Responsible for providing customer service and determining customer needs. Create and update service and warranty cases in Salesforce to track customers’ claims and resolutions. Requests can come in via walk in customers, sales reps, website, email, and phone calls. Keep and organize service requests in email filing system. Call customers to get additional details to open, update, schedule, and close cases. Become familiar with the various warranty policies and advise customers, service staff and sales reps on any service or warranty requests that falls outside our scope of responsibility. Order needed parts, supplies, and tools necessary to complete service cases. Communicate with customers whenever service cases require a service fee for material and/or labor. Prepare routes for service jobs, schedule adequate number of service techs based on the required need and coordinate with department supervisor when work requires rental of equipment, third party assistance and/or overnight stay. Schedule and dispatch work crews, vehicles or equipment to appropriate locations according to predetermined schedules, customer requests or immediate needs Receives check-in calls from the service technicians and informs workers of any schedule changes throughout the day. Relay information such as work orders or other messages to and from work crews, supervisors, and other departments. Work with other departments to open, schedule, resolve service cases. Follow up and follow through with technicians and customers to help maintain good customer relationships. Place and track orders for parts and materials needed to close service cases. As well as shipping these parts or materials to customers when necessary. Work with other departments to prepare quotes and invoices for customers. Other duties or special projects as need arises. Experience Requirements: Previous dispatching/customer service experience. Excellent communication skills to collaborate with others under any type of condition. Excellent clerical and organizational skills to keep track of schedules, routes, and personnel. Knowledge of computers for scheduling and other dispatching duties Ability to multitask with different, and sometimes conflicting, events happening at the same time. Ability to work under stress and remain calm and to calm other people during rapidly changing circumstances. Ability to relay information in a fast-paced environment. Excellent professional phone etiquette. Ability to handle a multiple-lined phone system. Detail-oriented with the ability to multi-task as well as identify and handle the urgency of each task, and work in a high-stress position. Proficient w/Microsoft outlook, excel and word. Able to work under general supervision regularly. Training & Education: High School diploma or GED required. Associates’ degree or a combination of education and work experience plus. Bachelor’s degree a definite plus. Bilingual (English/Chinese or English/Spanish) a must. Additional Information: We offer a comprehensive benefits package that includes: Medical, dental, vision and life insurance benefits 401k Retirement Plan Paid time Off (PTO) Company Paid Holidays Short and Long-Term Disability Benefits Employee Discount to company products Value Windows & Doors Inc. is a Drug-Free workplace and EEO employer committed to employing a diverse workforce. You are welcome to visit our website: www.valuewds.com