Regional Construction Customer Care Director

Toll Brothers Inc.•Raleigh, NC

47d•Onsite

About The Position

Toll Brothers, America's Luxury Home Builder, seeks a Regional Construction Customer Care Director to deliver quality warranty service to homeowners in Raleigh, North Carolina. This position is on-site 5 days per week. The Regional Customer Care Director leads the Customer Care function within their market to deliver responsive, high-quality homeowner support in accordance with our brand standards. Reporting into the division's VP/Director of Production, this role ensures efficient resource allocation, adherence to warranty guidelines, and service excellence across all virtual and in person channels. The Director drives continuous improvement by analyzing KPIs, customer surveys, and service data to enhance homeowner satisfaction and construction quality. Key responsibilities include reporting on team performance, onboarding and training staff, championing new tools and processes, and fostering a culture of service excellence aligned with Toll Brothers' values.

Requirements

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
Manage high-performing teams
Ability to solve problems and make informed decisions based on departmental strategy
High school diploma or equivalent
7+ years of experience in managing, coaching, or mentoring others
7+ years customer service
7+ years of construction/warranty experience

Nice To Haves

College degree
Experience working in the hospitality industry or call service center

Responsibilities

Manage a team of Customer Care Coordinators and Consultants for their regional coverage
Manage the Customer Care Manager within their division to ensure that Customer Care Representatives reporting to the manager are delivering the best-in-class Customer Care experience
Maintain high responsiveness, resolution speed, and quality standards across all service channels
Provide effective resource allocation of team members based on skill and workload priorities to ensure optimal coverage and productivity
Maintain comprehensive knowledge of state construction and warranty specifications for coverage area(s) and Toll Brothers' Limited Warranty guidelines
Prepare and deliver weekly, monthly, quarterly, and annual reports on team ticket response and resolution performance for their home division and regional coverage
Analyze KPIs such as service request volume, resolution time, customer satisfaction, issue recurrence, and provide action plans to improve metrics that do not meet company goals
Review of homeowner satisfaction surveys and Net Promoter Scores (NPS) to assess service performance
Use service ticket data to drive root cause analysis and surface areas of opportunity to improve construction or service quality
Lead functional and cross-divisional meetings to ensure alignment of customer care goals
Champion new tools and technologies that support virtual service efficiency and effectiveness
Mentor, coach, and provide ongoing feedback about performance gaps and continuous training needed to maintain a high performing team. Hold team accountable for expectations and act on performance opportunities.
Hire and onboard roles within Customer Care and support staff aligned with service expectations and company values
Responsible of supervisory role for 7+ reports
All other duties as assigned.

Benefits

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!

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