Customer Relations (Service) Coordinator

Who We Are

Villa is building America’s leading next-generation homebuilding platform. With a mission to be the easiest, fastest and most cost-efficient way to build homes, Villa is a highly scalable new approach to offsite homebuilding and is critical in solving the many problems facing the U.S. housing market. Villa provides end-to-end services for customers that span feasibility, design, permitting, and construction of high-quality homes built using modern offsite construction. Villa is currently the largest ADU builder in California and is growing rapidly into other housing products and geographies.

Role Intro and Overview

We’re looking for a Customer Relations (Service) Coordinator to join our team and work in a fast-paced environment to support the service and warranty needs of our customers.

This is a full-time, remote position that reports to the Service Manager. We are currently considering candidates based in Colorado, Texas, and California.

• Submit homeowner cards to the Factories within 30 days of project completion
• Maintain and ensure the accuracy of service items within Procore
• Create and submit factory work orders
• Communicate with our factory partners and subcontractors on warranty claims
• Monitor open service item status and requests updates
• Communicate with the Construction and Project Management teams to clarify service and warranty needs
• Communicate with clients to confirm service needs and request needed warranty claim information
• Assist with scheduling Contractors, Field Crew, and Factory Technicians for service and maintain service scheduling calendars
• Email clients to confirm satisfaction after service
• Review new service items input into the service tracking system and request any further documentation needed to process work orders
• Create reports to display needed service data

• The required abilities are equivalent to 5 years of office administrative experience. Such work must have included providing responsible departmental support to management staff, direct client communication, and coordinating office scheduling.
• Knowledge of common office systems– spreadsheets, word processing programs, databases.
• Experience with client interaction and communication via email, phone, and virtual meetings.
• Ability to remain professional at all times.
• Sense of urgency and ability to advocate for the customer and Villa.
• Inter-departmental communication to clarify information.
• Detail-oriented and self-motivated.
• Ability to work with minimal supervision.
• Familiarity of warranty contracts and processes with the ability to apply them to a variety of situations.
• Familiarity with home construction and manufactured housing is a plus.
• Familiarity with DocuSign, Google Suite, and Procore is a plus.
• Ability to work in the Pacific Time Zone.

We are focused on building a diverse and inclusive workforce. If you're excited about this role, but do not meet 100% of the qualifications, we encourage you to apply.

Villa is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics, or any other basis forbidden under federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles FCIHO, we will consider for employment qualified applicants with arrest and conviction records.

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