Customer Care Consultant

Customer Care Consultant

Toll Brothers, America's Luxury Home Builder, seeks a Customer Care Consultant for our office in Bonita Springs, Florida.

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:

• 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 responsibilities include:

• 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 responsibilities include:

• Surface and support continuous improvement through reporting, investigating, and problem-solving for the regional Customer Care team

All other duties as assigned

Does this describe you? 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

Do you have these qualifications? 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!