Warranty & Service Coordinator

Edmonton, AB
Full-time, Permanent

Gem Cabinets Ltd., a locally owned and operated family business, has been making homes beautiful with custom cabinetry for over 40 years. We are a leader in the cabinet industry in Edmonton. Being independently owned and operated means we are very nimble and fluid.

Gem Cabinets Ltd. is looking for a Warranty & Service Coordinator to join our team. You will be working in a positive atmosphere and working with a hard-working team to achieve success. We are a family business with integrity, values, and morals that operates with a team that cares for one another and we work hard to pursue growth.

The successful candidate will be knowledgeable in the fundamentals of kitchen cabinet installation, customer service, and thrive in a fast-pace environment.

Summary:

The Warranty & Service Coordinator supports the Service Department by ensuring all materials are available and allocated to the project and the work is assigned to a qualified Service Technician for warranty work completion.

The Warranty & Service Coordinator will work in a fast-paced but casual environment and play a critical role in ensuring customer satisfaction by actively engaging necessary staff, Service Technicians, homeowners in a wide range of customer service scenarios while adhering to quality control standards, jobsite safety and making sure building codes are followed.

Key responsibilities:

• Manage, coach and provide good leadership to the Service Technicians
• Take calls and/or emails from staff, Service Technicians, homeowners on a daily basis regarding any safety, product, or design issues to determine the best course of action to resolve the issue(s)
  • Communicate with homeowner regarding any issues and concerns and come up with the best course of action
  • Resolve and respond to any e-mail or phone messages promptly
  • E-mail Builders completion reports for work orders completed after possession, cabinet finals and PO requests
  • Quote and sell the chargeable service request from customers
• Schedule Service Technician appointments on a daily basis
  • Organize all information for Service Technicians as needed
  • Initiate booking appointments when parts arrive or are completed
  • Ensure adequate amount of work is scheduled for each Service Technician
  • Schedule techs efficiently to minimize travel time
  • Verify accuracy of Service Technicians Field Reports and input the information into database
• Necessary data entry

Knowledge and skills required:

• Excellent computer skills in Microsoft Outlook, Word, and Excel
• Excellent and effective written and verbal communications skills, along with good interpersonal skills
• Pleasant telephone manner
• Must be able to work independently with minimal direct supervision and as part of a team
• Consistently follow up on items/tasks
• Perform consistently under pressure and handle pressure/disappointment professionally
• Must be focused and attentive to details
• Must be able to function with interruptions and deadlines
• Strong organizational skills with ability to handle multiple priorities effectively
• Able to work well with numbers
• Good problem solving and negotiation skills
• Ability to be diplomatic when dealing with clients
• Knowledgeable in the fundamentals of kitchen cabinet installation
• Interest in keeping up with ever-changing technology