Customer Care Coordinator

Full-time

Description

Under general supervision of the Director of Customer Care, the role provides administrative support to the warranty department and is responsible for the processing of warranty work orders, maintenance of the homeowner database, individual homeowner lot files, and input of all service and emergency repair requests. Travel to jobsites or related agencies may be required occasionally.

• Receives and process calls from homeowners regarding warranty issues. Research and provide assistance to homeowners. Contacts Customer Care Manager or Director with urgent or escalated requests. Review and follow up on all rep/homeowner tickets until completed.
• Receive work orders from CC Representatives, contact homeowners to acknowledge receipt, enter into database to distribute to subcontractors. Generate EPOs to trades as needed. Follow up as applicable with CC Reps and Superintendents to ensure work is complete with final sign offs. Maintain homeowner warranty records. Follow Rep Calendars and schedule HO walks accordingly. Follow up on all acceptance items and track repairs to completion.
• Generates reports: Run bi-weekly reports for CC Reps and track progress of open tickets. Track emergency requests, missed appointments, and work order status.
• Track and monitor sold lots that are near or at completion in construction phase; ready to transfer into warranty.
• Survey Tracking: contact and acknowledge each homeowner that completed surveys. Create and maintain spreadsheet to trach HO correspondence, scores, and surveys. Electronically file closings with Eliant.
• Insurance management; Manage insurance database for all Warranty trades. Update and audit all insurance for approved trades.
• Provide administrative support to CC Representatives and management, including correspondence and filing, downloading photos, preparing homeowner manuals, create folders for each lot and manage files ensuring all documents are present for all legal situations related to warranties. Schedule and coordinate meetings. Organize and order supplies for department and CC field staff.
• Complete trainings as assigned and continue to build knowledge base of software (including Hyphen-BuildPro, Excel, etc.).

Other duties may be assigned. To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Requirements

Minimum Education and/or Experience:

High School (GED) plus 2-4 years related experience required. Homebuilding experience required. Intermediate ability with Microsoft Suite. BuildPro Experience Preferred. Database and Project Management Experience a plus. Valid Drivers’ license, auto insurance, and reliable automobile required.

Qualifications (Knowledge, Skills and/or Abilities):

Productivity: Meets productivity standards; strives to increase productivity without sacrificing quality and safety.

Problem Solving: Identifies and resolves problems in a timely manner; develops alternative solutions.

Quality: Looks for ways to improve and promote quality; demonstrates accuracy and thoroughness.

Customer Service: Responds promptly to customer needs; solicits customer feedback to improve service; meets commitments

Oral Communication: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification

Teamwork: Exhibits objectivity and openness to others’ views; gives and welcomes feedback; supports others’ efforts to succeed.

Ethics: Treats people with respect; keeps commitments; works with integrity and ethically; upholds organizational values.

Diversity: Promotes a harassment-free environment; shows respect and sensitivity for cultural differences.

Professionalism: Approaches others in a tactful manner; reacts well under pressure; treats others with respect and consideration.

Safety: Observes safety procedures; reports potentially unsafe conditions; uses equipment and materials properly.

Analytical: Synthesizes complex or diverse information; collects and researches data; designs work flows and procedures

Project Management: Coordinates projects; communicates changes and progress; completes projects on time and budget.

Written Communication: Writes clearly and informatively; edits work for spelling and grammar; presents numerical data effectively.

Cost Consciousness: Uses the Company’s funds and resources appropriately; recommends cost-saving processes.

Judgment: Makes timely decisions, exhibits sound and accurate judgment.

Motivation: Demonstrates persistence and overcomes obstacles; measures self against standard of excellence.

Planning/Organizing: Manages time and prioritizes work to meet deadlines; able to multi-task with numerous interruptions.

Mathematical Skills: Able to add, subtract, multiply, and divide three-digit numbers.

Language Skills:

Read/Analyze/Interpret: Able to read, analyze, and interpret routine instructions, correspondence, policies, and procedures.

Write: Able to write routine reports, correspondence, and e-mails.

Speak: Able to effectively present information and respond to questions in one-on-one and small group situations of customers, clients, government personnel, and employees of the organization.

Computer Skills:

Microsoft Outlook: Open and reply to e-mails, open folders, set and reply to calendar appointments.

Word - Basic Skills: Open document, change font, copy text, create columns check spelling, change margin, align text, set tabs

Excel - Intermediate Skills: Begin formula, edit formula, sort range, insert row, Use SUM function, align text, preview worksheet, move between worksheets, go to cell, move formula, change column width, add new worksheet, freeze titles, add footer, name range, add border, filter list, insert page break, change page orientation, and center text over columns.

Physical Demands:

Occasionally - Stand, walk, reach with hands and arms, stoop, kneel, crouch, and lift up to 25 pounds.

Frequently - Sit, use hands, talk, and hear.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment:

Normal office environment with low to moderate noise. Occasional outdoor weather conditions may apply with travel.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.