Customer Care Coordinator
Overview:
Want to work for a fast-paced, innovative company? Tri Pointe Homes is always looking for individuals to help us push forward in our pursuit of high-level home buying. If this sounds like a career for you, apply to be a part of our great team.
Tri Pointe Homes Raleigh is looking for an experienced, enthusiastic individual to join our talented group as a Customer Care Coordinator.
Position Highlights: To deliver great customer experiences to homeowners, as well as provide administrative support for the Customer Care Department.
Position Responsibilities:
- Respond to homeowner service inquiries verbally and/or written in a timely, efficient, neat, courteous, professional, and appropriate manner.
- Listen and empathize with the wide-ranging customer base and provide solutions and recommendations on warrantability of requests.
- Build strong relationships and maintain appropriate and regular contact with homeowners, Customer Care Representatives/Managers, and trade partners - including updates regarding open Customer Care items/requests.
- Determine warrantability of and generate work orders and open request items/tickets requested by homeowners.
- Assist Customer Care Manager with request/work order audits to ensure proper documentation has been completed appropriately. Follow up with customers to ensure completeness and satisfaction.
- Assist in maintaining a safe, civil, and clean work environment within all work sites. Abide by individual employee safety policies and guidelines and exercise the courage to intervene and report all unsafe conditions.
- Provide care & maintenance suggestions, referrals, and/or product info from home selections.
- Actively participate in Eliant Survey reviews and follow up with homeowners and trade partners to increase survey response rates and scores.
- Answer all customer phone calls and respond to customer e-mails and online requests in a timely, friendly and professional manner.
- Monitor customer care voicemail and deliver messages to appropriate parties and/or return phone calls as needed. Review open work orders assigned in Corrigo daily.
- Process reimbursement and check requests to owners when appropriate.
- Assign all customer care requests received to the appropriate Customer Care Field Representative.
- Share "on-call" status with Customer Care Representatives to provide 24/7 contact for homeowners.
- Verify, update and maintain homeowner and property information in related databases and Customer Care Portal.
- Scan and electronically store all customer documents in the Customer Care information system and related databases.
- Correspond (written, verbal, electronic) with buyers in a professional business manner and document all buyer correspondence in the Customer care information system and related databases.
- Other duties as assigned.
Position Qualifications:
- A high school diploma or general education degree (GED) is required.
- A minimum of 1 year of customer relations with experience in conducting inbound/outbound calls is preferred.
- Customer care or residential construction field experience is preferred, but not mandatory.
- Understanding of the homebuilding process and terminology, as well as training in conflict resolution, is preferred.
- Strong organizational skills with the ability to prioritize multiple tasks with high-quality results.
- Strong written and verbal communication skills are required.
- Strong PC skills required, with a high level of proficiency in Microsoft Office Suite (MS Word, MS Excel, MS PowerPoint, and MS Outlook), Adobe Pro, and internet-based programs such as Internet Explorer and Google Chrome. Prior experience with Corrigo and E- One/JD Edwards a plus.
We believe our company’s strength relies on the diversity of the team and the unique, innovative ideas everyone contributes.
Pursuant to the California Consumer Privacy Act of 2018, if you are a California resident, you have the right to know the categories of personal information that we collect about job applicants, employees and their emergency contacts and beneficiaries, and independent contractors.Please click here for a description of our personal information collection practices.
We are an Equal Opportunity Employer, which means we make employment decisions based on merit and qualifications and are committed to providing equal opportunities for all applicants and employees without regard to their race, color, creed, religion, national origin, ancestry, citizenship status, age, disability, sex, sexual orientation, gender identity or expression, veteran status, genetic information, or any other characteristic protected by applicable federal, state or local laws.
We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for an open position or to participate in an interview, please let us know.