Client Care Coordinator

Homes By Dickerson Inc•Raleigh, NC

4d•Onsite

About The Position

As a Client Care Coordinator, the primary responsibility is to work with the Director of Client Care and help ensure our Clients have the best experience possible. Answer all clients telephone calls and e-mails inquiries, administer as required essential information to the Client Care Representatives (CCRs) and Trades when necessary. As well as support and maintain Client Care Representative (CCR) and homeowner records in reports and Customer Relation Management (CRM) tool.

Requirements

Highly organized
Proficient in Microsoft Suite
Strong verbal and written communication skills
Must possess professional attitude to represent company in a positive manner
Team player and Problem solver
Ability to time manage efficiently and prioritize a wide variety of tasks in the same day
Have a strong sense of urgency in producing positive results
Process driven and result oriented
Some office work which may require the ability to occasionally bend, stoop, reach, lift, move and carry office materials and supplies weighing 25 pounds or less.
Finger dexterity is required to operate a computer keyboard and calculator.
Able to drive a vehicle.

Nice To Haves

General knowledge of the Homes By Dickerson Warranty Manual and the ability to effectively communicate to our Clients items or issues that are not warrantable when applicable
General knowledge of home construction preferred

Responsibilities

Receive, return or forward to the appropriate Client Care Representative (CCR) and / or Trades all Client phone calls and / or e-mail communications within 24 hours as needed for issues within warranty period that are unexpected or require immediate action, and 3 and 10 month Client warranty claims.
Designate and assign warranty tickets to appropriate CCRs. Assist with documentation and maintain warranty tickets in Customer Relation Management tool (CRM) and follow up completed warranty tickets as needed with CCRs and clients.
File all documentation in warranty file and maintain other department files in a central folder(s).
Manage the distribution of all post-close communication letters to our Clients, including warranty closing packets, Welcome letters and 3 and 10 month customer touch point reminders. Maintain a tracking log to confirm 100% distribution of post-closing communications.
Help facilitate legal case / situation document requests (via; CRM, File cabinets, Iron Mountain or BTSI).
Generate and manage all necessary reports including trackers and projection reports, CRM and CCR ticket management reports, Warranty Spend, Orientation Tracker, QCI Tracker, Trade Partner reports, Aged Ticket reports and Emergency Contact information. Reports may be weekly, monthly and Quarterly as needed.
Generate Vendor Purchase Orders (VPOs) when needed.
Assist with and coordinate CCR team training and celebration functions.
Manage e-blast communications to Clients as needed as well as Best Practice and Lessons Learned communications to Client care and production.
Generate and follow up with Client reimbursement check requests or gift cards.
Assist with regularly maintaining, editing, enhancing and updating the Homes By Dickerson Warranty Manual.