Customer Care Administrator

Customer Care Administrator

D.R. Horton, Inc., the largest homebuilder in the U.S., was founded in 1978 and is a publicly traded company on the New York Stock Exchange. It is engaged in the construction and sale of high-quality homes designed principally for the entry-level and first time move-up markets. The Company also provides mortgage financing and title services for homebuyers through its mortgage and title subsidiaries. D.R. Horton, Inc. is currently looking for a Customer Care Administrator. The right candidate will provide subject matter expertise and technical support for the Corporate Customer Care teams through customer survey creation and distribution, reporting and analytics, and direct division support.

Essential duties and responsibilities include the following. Other duties may be assigned.

• Serve as the team's Qualtrics platform expert, supporting survey creation, distribution, and performance analytics
• Manage and maintain the DHI Central "Strive for Five" survey page, ensuring content accuracy
• Oversee the Customer Care LMS page and assist the expansion of customer survey resources
• Build and maintain dashboard reporting, including ad-hoc analysis in response to division requests
• Maintain accuracy of CRM distribution lists and survey reporting permissions
• Deliver reporting and analytics that inform strategy and performance for the department
• Provide guidance and support across the department
• Promote integrity, respect and continuous improvement in every customer and teammate interaction
• Provide back-fill support for front-line positions as needed. Conducts all business in a professional and ethical manner to serve customers and increase the goodwill and profit of the company
• Ability to travel overnight

Qualifications

Education and/or experience

• Bachelor's degree from a four-year college or university
• One to three years related experience and/or training

Skills

• Excellent communication, decision making, persuasion and problem resolution skills
• Apply sound judgment and a thorough understanding of company policy to resolve issues effectively
• Experience with tracking customer care incidents within a CRM system such as MS Dynamics, Salesforce, etc.
• Ability to apply common sense understanding to carry out instructions furnished in written oral form or via DRH applications
• Proficiency with MS Office and email
• Proficiency with reporting and analytics tools
• Ability to sit for majority of 8-hour workday; use hands and fingers to handle or feel; reach with hands and arms; talk and hear
• Specific vision abilities required by this job include close vision and peripheral vision
• The noise level is generally moderate

Preferred Qualifications

• Minimum 1 year of experience within the homebuilding industry preferred

Come join a winning team with a Fortune 500 company! We are growing fast and are looking for enthusiastic attitudes and team players to join our success. We offer an excellent benefits package including: Medical, Dental and Vision 401(K) Employee Stock Purchase Plan Flex Spending Accounts Life & Disability Insurance Vacation, Sick, Personal Time and Company Holidays Multiple Voluntary and Company provided Benefits Build YOUR future with D.R. Horton, America's Builder. #WeBuildPeopleToo