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.

Base Salary:

The expected base salary for this position is between $62,000 to $70,000 per year, depending on experience and skillset. Base salary is paid bi-weekly.

Benefits:

In addition to competitive health insurance coverage for team members and their dependents, Risewell Homes also provides comprehensive benefits such as generous paid time off policies, like vacation, holidays, sick leave, jury duty, and bereavement; paid disability, parental and military leave; company-sponsored and voluntary term life, AD&D, and short- and long-term disability insurances; a 401(k) retirement plan with employer matching; and a wellness incentive program to help team members thrive both personally and professionally

Physical Requirements:

This is primarily a sedentary position. Requires the ability to hear, type and talk. Finger dexterity is required to operate a computer keyboard. The primary work location is a corporate office with low to moderate noise levels. Appropriate business apparel and professional appearance are expected.

The physical demands and work environment characteristics described are representative of those that must be met by an employee to successfully perform the essential functions of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential 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.