Warranty Program Coordinator
Location: Dallas/Fort Worth area preferred; open to remote candidates
Duration: 1 year contract
Pay Rate: $25 - $27 (open to discussion)
Position Summary
The Warranty Program Coordinator serves as a central point of contact for warranty-related inquiries, escalations, documentation, communications, and reporting. This role is responsible for ensuring inquiries are properly routed, tracked, and resolved while supporting overall warranty program operations and stakeholder communication.
Key Responsibilities:
Inquiry Management & Support
- Monitor and manage the warranty support mailbox.
- Serve as the primary intake point for warranty-related questions and requests.
- Triage incoming inquiries and route them to the appropriate subject matter experts or teams.
- Respond to inquiries using established templates and approved communications.
- Track inquiries through resolution and follow up on outstanding requests.
- Collaborate with internal teams to ensure inquiries are addressed accurately and efficiently.
Escalation Management
- Support the administration and coordination of the warranty escalation process.
- Log and track incoming concerns, questions, and escalations.
- Coordinate handoffs between stakeholders to ensure timely resolution.
- Ensure escalation procedures are followed and properly documented.
- Maintain escalation records, status updates, and reporting.
- Assist in driving escalations through to resolution and closure.
Documentation, Communications & Program Support
- Provide administrative and operational support for warranty program activities.
- Assist with the development and maintenance of FAQs, process documentation, and knowledge management resources.
- Maintain internal communications and support updates to program documentation.
- Process warranty-related forms, approvals, and associated paperwork.
- Help ensure consistent messaging across customer-facing and internal support channels.
- Support program enablement initiatives and ongoing process improvements.
Reporting & Analytics
- Track and report on inquiry volume, categories, and resolution status.
- Monitor open and closed request volumes and escalation trends.
- Identify recurring questions, common concerns, and process improvement opportunities.
- Prepare status reports, dashboards, and key metrics for program stakeholders.
- Maintain accurate records and reporting related to warranty program performance.
Preferred Qualifications
- Strong administrative, coordination, and customer service experience.
- Experience managing shared mailboxes, inquiry tracking, or case management processes.
- Excellent written and verbal communication skills.
- Ability to prioritize, organize, and manage multiple requests simultaneously.
- Strong attention to detail and follow-through.
- Proficiency with Microsoft Office Suite, including Excel, Word, Outlook, and Teams.
- Experience with reporting, documentation management, and process coordination is preferred.