Regional Call Center Coordinator

Summary of Position Requirements

Answer all customer care telephone calls and inquiries.  Process and administer all customer care and quality assurance related paper work and information. Maintain customer care records and support department activities.

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Primary Duties and Responsibilities

• Place and receive inbound calls including transferred calls from homeowners, respond to customer requests and input service request data
• Receive and process homeowner service requests in a timely manner per established policies, including settlement & releases and check requests
• Collect uptodate project Customer Care status information, input to computer and distribute weekly project report
• Maintain RCC filing system for projects and individual home sites that permits quick access to all previous correspondence, and related data
• Support Customer Care associates as needed
• Provide on-the-job training for new associates
• Generate customer letters and emails
• Send and receive various surveys from customers and field associates
• All other duties as assigned

Education and Experience Requirements

• High school diploma or GED Required
• 3 years’ experience in a Call Center or customer service environment, preferably with a homebuilder
• Must be computer literate and possess strong Word, Excel skills and have the ability to learn customer service software applications
• Must be bilingual in English and Spanish
• Must possess strong organizational skills
• Minimum 50 WPM. Must be accurate for data entry
• Must possess excellent written and oral communication and interpersonal skills
• Must possess professional and friendly attitude to represent company in a positive manner and be able to develop a rapport with customers over the phone

Contacts

Daily interaction with various division personnel, outside agencies, business partners, consultants and homeowners.  Regular contact with the general public. Frequent external contacts where matters discussed require resourcefulness, patience, clarity and tact.

Physical Requirements

Some office work which may require the ability to occasionally bend, stoop, reach, lift, move and carry office materials and supplies weighing 25 pounds or less.  Finger dexterity is required to operate a computer keyboard and calculator. Able to drive a vehicle.

This description outlines the basic tasks and requirements for the position noted.  It is not a comprehensive listing of all job duties of the associates.

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