New Home Construction- Customer Care Coordinator

Position Overview: 

The Customer Care Coordinator (CCC) coordinates with the Customer Care Manager to ensure Homeowner satisfaction, while monitoring quality, value, profitability, and timely completion of all customer service-related work. Scheduling all warranty personnel and subcontractors to contribute to the overall Homeowner’s satisfaction.

It is imperative that the Customer Care Coordinator maintain a mindset of continual improvement and work diligently to foster a culture of continual improvement within the team, department, and company.

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Company Overview:

We sell and build our homes with enthusiasm, energy for our jobs, and respect for our customers. As a company, we seek to add value; to our customers, by providing them with a superior product, an exceptional customer experience. To our employees, by providing them with employment that encourages personal growth and pride and paid at favorable compensation. And to our communities, through charitable contributions, and community support.

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Job Duties:

• Maintain a quick response time to customer requests and inquiries, by scheduling appointments with homebuyers within 24 hours receipt of Warranty Request.
• Establish whether requested repair work is under warranty and inform customer of status.
• Schedule repair work as with the subcontractors, Customer Care Representatives, and customers. 
• Sustain an efficient tracking system that ensures prompt and complete customer service, including all subcontractor and vendor service work orders. 
• Conduct warranty repairs within established budgets.
• Follow up upon completion of warranty repair work with the Customer Care Representative and verify that the homeowner is satisfied with the completed repair work.
• Identify reoccurring service items and report them to the Customer Care Manager.
• Ensure all warranty information in homeowner’s file is accurate, detailed and done in a timely manner.  
• Ensure all conversations are documented by date, time and what was discussed. This includes, but is not limited to, same day emergencies, pending work orders and daily completion information.
• Warranty work is scheduled & completed within 7 days after the customer reports a valid problem.
• Perform other duties that may be assigned by the Customer Care Manager.
• Ensure you present yourself in a professional manner, while maintaining an insightful and enthusiastic team focused environment. 
• Maintain positive communication channels to help the flow of information from department to department.  
• Participate in training when needed.  This includes learning product knowledge, procedural proficiencies, and computer software.
• Adhere to departmental operating guidelines and View Homes’ Employee Manual.
• Foster, encourage, and reward a fun, positive, successful values-based culture.

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MINIMUM QUALIFICATIONS: Minimum two years hands-on experience in these or related functions.

EDUCATION:  Minimum High School Diploma or equivalent.

EEO/OSHA/ADA:  Able to manipulate and use CRT/screens, keyboards, mouse/pointing devices, etc., associated with contemporary computers.   Able to sit or stand for extended periods of time. Able and willing to travel locally, as needed. Maintain a valid Driver’s License.