AddressThe Customer Care Coordinator accepts all incoming homeowner inquiries, uses company policies to answer questions, and opens and directs work orders to the appropriate Customer Care team members. The Coordinator is the main point of contact for homeowners upon completion of the sales process. Through the ability to make quick and accurate decisions, the Coordinator is committed to finding the best solution for all parties involved resulting in an industry setting standard for customer experience.
Attributes = The behaviors or traits required to do the job.
- Intentional: Engages professionally with both customers and team members and inspires confidence that concerns are fully understood and will be resolved promptly and proficiently
- Innovative spirit: Subject matter expert that identifies trends and recommends new processes to optimize Customer Care’s efficiency.
- Servant’s heart: Maintains long-term relationships within the Customer Care team, cross-departmentally, and with vendors and homeowners.
Competencies = The skills required to do the job.
- Taking Responsibility: Completing tasks without being prompted; working constructively with others to complete projects; and exercising initiative beyond just the scope of a job description.
- Positive Energy: Engaging with coworkers in cheerful, respectful, polite manner; contributing constructively to conversations and team meetings and avoiding behaviors that drain energy from others.
- Team Accountability: Understanding the interdependency of the workplace and acknowledging that individual work impacts the work of the team and the work of the overall organization. An accountable team member will ensure their own work is done in a timely and effective manner to contribute to the success of their own team and the Company.
- Collaboration: Working cooperatively with others to deliver positive results; sharing helpful information and resources in a timely manner, accommodating others’ needs, and asking for help when needed to meet deadlines and commitments.
- Communication: The ability to interact and exchange information effectively with others; keeping stakeholders informed of important information in a timely manner and engaging in meaningful dialogue that results in greater clarity.
- Customer Responsiveness: Identifies internal and external customers, develops an understanding of their needs, builds trust with them, and always seeks to enhance the customer experience.
Qualifications = The experience required to do the job.
- Two years of customer service experience required.
- Technical construction knowledge to understand construction process and terminology preferred.
- Advanced understanding of Microsoft Office Suite and ability to easily learn and adapt to new technology.
- Patience to complete repetitive tasks and projects.
- Ability to respond by phone to urgent inquiries after hours, if needed
Responsibilities = The 3-5 essential actions required of the job. Should tie to key sections of the position guide.
- Work with internal and external stakeholders to provide exceptional customer service
- Process daily warranty service requests through phone & email from customers which includes inputting work orders into our Customer Care software.
- Assist Regional Customer Care Team on trade base warranty follow up and team processes and procedures.
- Assist Sales Agents with the scheduling of new homeowner demonstrations and sign-off
- Assist in tracking open trade work orders when needed.
- Perform administrative duties that facilitate a smoothly running Customer Care department
- Distribute weekly department reporting for each region
- Maintain emergency service calendar schedule.
- Maintain & organize new homeowner demonstration packets, regional closings tracker, and Customer Care electronic warranty files
- Assist with scheduling and compiling materials for all team meetings.
- Processing regional invoicing on a weekly basis.
