Customer Care Consultant
About The Position
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.
Requirements
- High school diploma or equivalent
- 3+ years customer service
- 2+ years experience construction/maintenance experience
- 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
Nice To Haves
- College degree
- Experience working in the hospitality industry
Responsibilities
- 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
- 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
- Surface and support continuous improvement through reporting, investigating, and problem-solving for the regional Customer Care team
- All other duties as assigned
Benefits
- comprehensive medical/dental
- 401(k) with a company match
- discounted stock purchase
- discounts on mortgages
- discounts on homes
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
