Customer Care Consultant

Customer Care Consultant Join an award-winning company! Since 1967, Toll Brothers has been building luxury homes and communities in the best locations in the U.S. Today, we're a Fortune 500 company operating in over 60 markets. We're the country's premier luxury builder with the widest range of product offerings and price points in the industry, serving first-time, move-up, active-adult, and second-home buyers. From the homes we build to the talent we recruit, we know that to be the best, we have to work with the best. Toll Brothers is a place where diverse perspectives and experiences are welcomed and where employees of all backgrounds are treated with fairness, dignity, and respect. We believe every employee should feel safe to be their true and authentic self at work. Our employees are our family, and we strive to uphold the values that our founders instilled in us, creating an exceptional place to work that is inclusive to all. Toll Brothers, America's Luxury Home Builder, seeks a Customer Care Consultant to work in our division office in Novi, Michigan. The Customer Care Consultant provides "Tier Two", second-level support for homeowner service requests, managing and resolving issues through virtual sessions, artifacts, or coordination with onsite teams within their region. This role oversees work orders, schedules homeowner/trade appointments, and processes purchase orders while supporting quality improvements and contributing to customer satisfaction metrics to enhance the overall homeowner experience. Primary responsibilities include: Process Management: Provide second level support for inbound homeowner service items for their area of coverage Manage, triage, and resolve inbound requests leveraging homeowner-submitted artifacts and/or virtual home care sessions Triage and distribute inbound requests requiring further diagnosis to onsite Construction Manager or Customer Care Representative Manage work orders, schedule homeowner/trade workday, and issue purchase order payments for their responsible service items Customer Experience: Responsible for customer satisfaction metrics related to homeowners served through virtual home care Maintain comprehensive knowledge of construction methods and state warranty specifications for coverage area(s) and Toll Brothers' Limited Warranty guidelines Reporting & Continuous Improvement: Surface and support continuous improvement through reporting, investigating, and problem-solving for the regional Customer Care team All other duties as assigned Qualifications: Excellent customer service, verbal and written communication skills Good working knowledge of homebuilding methods Ability to interact positively with others while having a sense of urgency and assertiveness Ability to exercise good time management and organizational skills Self-directed in the ability to plan, and prioritize service requests for large coverage areas Technical savviness Essential: High school diploma or equivalent 3+ years customer service 2+ years experience construction/maintenance experience Preferred: College degree Experience working in the hospitality industry We offer an excellent compensation and benefits package that includes comprehensive medical/dental, 401(k) with a company match, discounted stock purchase, discounts on mortgages, homes, and much more! Come see why Toll Brothers has been attracting and retaining some of the best professionals in the industry!