Customer Care Coordinator

Job Description

Job Description

Position Summary:

This position will play a vital role in supporting the daily administrative activities of the Customer Care Department and ensuring our homeowners receive an outstanding level of service.

Responsibilities:

• Act as the on-going point of contact for homeowners, from post-purchase through post-warranty periods.
• Follow up on homeowner inquiries by providing prompt, complete, and accurate responses or directing them to the appropriate departments or agencies.
• Prepare lot files (e-files) and project-specific information, such as Sub. Lists, sequence sheets, and color schemes to assist our dedicated Customer Care Representatives.
• Independently handle routine administrative correspondence, ensuring prompt and accurate responses.
• Maintain and update records and perform data entry for Pre-Carpet Walks, New Home Orientations, Service Work Orders, HOA, and e-blasts.
• Collaborate cross-functionally with various departments to acquire all necessary information for the creation of each project’s information portal.
• Generate weekly, monthly, and quarterly reports on Service Request Aging and Eliant Surveys to provide valuable insights to our team.
• Escalate any complex claims to the Customer Care Manager and Director for immediate attention and resolution.
• Manage inventory and distribution of supplies and uniforms for the Customer Care Department, ensuring availability when needed.
• Order, organize, and distribute all literature related to the department, ensuring easy access for both internal and external stakeholders.

Key Qualifications:

• High school diploma (GED) required, bachelor’s degree preferred.
• 3+ years of experience in customer service (homebuilding industry preferred).
• Strong communication skills and comfortable communicating cross-functionally with internal and external business partners.
• Highly organized, detail-oriented, and the ability to manage multiple projects and deliverables in a dynamic environment.

Physical Requirements:

This position requires both office and field work. Employees must be able to bend, stoop, climb stairs and ladders, reach, and walk on uneven or active construction terrain. The role involves lifting and carrying up to 50 pounds and safely operating a motor vehicle. Clear vision, hearing, and speech are essential to perform job functions effectively.

Work may take place in varying conditions, including heat, cold, inclement weather, and potential exposure to hazardous materials. Required PPE may include hard hats, steel-toe boots, eye, hearing, and respiratory protection. Computer proficiency is also necessary. Public contact is required; therefore, professional appearance and appropriate business attire are expected.

The physical and environmental demands described are representative of those required to perform the essential job functions. Reasonable accommodation may be provided to enable qualified individuals with disabilities to perform these functions.

Supervisory Responsibilities:

This position does not supervise other employees.

Travel Requirements:

A valid driver’s license and active vehicle insurance is required at all times.

Safety Requirements:

This position is a safety sensitive position and includes tasks or duties that could affect the safety and health of the employee performing the task and others. This position requires safety training provided by the company.

FLSA Classification: Non-Exempt

Disclaimer:
Risewell Homes is an equal opportunity employer. Candidates must be authorized to work in the United States. The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this role. Management retains the discretion to add, modify, or remove job duties at any time.