Pool Warranty Customer Relations Coordinator
About Anthony & Sylvan
Looking to build something that lasts—literally? At Anthony & Sylvan Pools, your skills create real impact. For nearly 80 years, we’ve been turning backyard dreams into reality as the nation’s largest and most recognizable name in swimming pools. Founded in 1946, we design and build quality inground pools across the U.S., while also offering renovations, modernizations, and ongoing maintenance services. We’re growing fast and seeking candidates who take pride in craftsmanship, value teamwork and safety, and are ready to grow with us. Learn more at anthonysylvan.com.
About the Role
As a Warranty Customer Relations Coordinator, you’ll take ownership of resolving warranty-related issues, ensuring customers receive timely, effective solutions while maintaining a strong focus on cost control. You’ll work closely with customers, field teams, and internal partners to address concerns, coordinate repairs, and deliver a positive experience. This position is ideal for someone who enjoys problem-solving, balancing customer needs with business priorities, and making a direct impact on customer satisfaction.
General Summary of Position
Responsible for resolution of warranty related activities, with the goal of maximizing customer satisfaction while controlling warranty-related expenses.
Essential Functions and Responsibilities
- Manage day-to-day warranty operations by serving as a primary point of contact for customers via phone and email, providing guidance on maintenance issues, coordinating with subcontractors, warranty stations, and internal teams, and ensuring timely scheduling and resolution of service requests.
- Track and monitor warranty activity by maintaining accurate records of incoming requests, managing follow-ups, and preparing and updating daily and weekly reports to ensure visibility and accountability.
- Coordinate warranty repairs and inspections by partnering with internal staff and vendors to plan and schedule work based on workflow, project needs, and resource availability while maintaining strong working relationships to ensure quality and efficiency.
- Support customer relations and administrative processes by collaborating with corporate teams on customer-related projects, researching account history, preparing monthly reports and analysis for management, and processing documentation such as purchase letters and warranty transfers.
- Ensure operational compliance and support team needs by adhering to company policies and procedures and completing additional projects and duties as assigned.
QUALIFICATIONS – Knowledge, Skills & Abilities
Education | High school diploma required |
Licenses/Certifications | None required |
Years of Experience | Minimum of 3 years of experience in customer service, preferably in a high call-volume or service coordination environment |
Required Skills & Abilities | Strong customer service orientation with the ability to manage and resolve customer concerns effectively
Excellent verbal and written communication skills
Strong phone skills with the ability to handle high call volumes professionally and efficiently
Effective listening skills with an approachable, calm, and solutions-focused demeanor
Ability to assess customer needs, troubleshoot issues, and determine appropriate next steps
Strong organizational and multitasking skills with the ability to manage multiple requests, schedules, and follow-ups
Self-motivated and proactive with the ability to work independently and take ownership of issues through resolution
Positive, “can-do” attitude with a focus on customer satisfaction and outcomes
Proficiency in Microsoft Office (Word, Excel) and database systems |
Travel Requirements | 0-10% |
Other Requirements |
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PHYSICAL REQUIREMENTS
- Primarily sedentary work performed in an office environment
- Ability to communicate promptly and clearly via phone and computer
ACKNOWLEDGEMENT
Position duties and expectations change over time. This job description is not intended to be an all-inclusive, exclusive or exhaustive list of the job functions that an employee in this position may be asked to perform from time to time. The employee may perform other related duties as assigned to meet the ongoing needs of the Company. If there is ever a time that you are unsure what is expected of you, you are expected to meet with your manager and ask questions. If you are unsure how to perform a certain task, ask your manager before performing.
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Operations
Charlotte, NC
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