Customer Care Coordinator/Back-up Technician

Position Description: This position is responsible for providing quality, efficient and timely response to concerns and inquiries of homeowners within all subdivisions. This position also serves as a field technician assisting in walkthrough and assessment visits with buyers and homeowners. Essential Functions/Accountabilities: - Responds in a timely manner to all forms of customer concerns/inquires for all subdivisions - Schedules Customer Care service appointments for homeowners with the Customer Care Technician - Case management and decision making - Assists in planning homeowner GV 101 meetings to inform homeowners of company’s procedures, warranties, and home maintenance - Provides improvement suggestions for existing departmental procedures or innovate with new ideas - Maintains open lines of communications with various departments to ensure all homeowner concerns and construction problems are identified - Coordinates homeowner repair appointments - Works closely with the quality assurance, sales, production, estimating/purchasing and design departments - Assists Customer Care Technician with pre-delivery inspections of new homes to ensure chosen options have been installed; all appliances and equipment are operating as designed and identify any discrepancies. This role will serve as a backup to the field technician when needed - Conduct 30-day post-closing check-ins with homeowner; note any new deficiencies or warranty items sending work orders to trade partners. - Conduct Year End assessments via homeowner portal submissions. If needed schedule in-person field inspections of year end assessment items. File work orders and follow-up with trade partners to ensure items are completed in a timely manner - Assess home for repairs and maintenance. This potentially can require climbing ladders for roof inspections, stooping for appliance inspections and carrying of tools. - Respond to emergency calls following emergency protocols - Maintains open lines of communication with other Customer Care Representatives to ensure all homeowner concerns and construction problems are identified and repairs or concerns are followed through. - Manages complex issues that arise with customers during and after the construction of the new home. Competencies: - Proficient in Microsoft Office Suite with an emphasis in Microsoft Outlook, Excel and Microsoft Word - Basic computer skills - Ability to manage difficult customers in a friendly and effective manner; - Excellent telephone skills - Ability to write reports and business correspondence - Ability to hold people accountable for results - Systems oriented, organized with excellent follow-up skills - Demonstrated ability to work effectively in a team environment - Demonstrated ability to effectively present information and respond to questions from managers, clients, customers and the public - Demonstrated ability to manage multiple tasks in a fast-paced environment - Demonstrated ability to remain calm, focused, positive and cheerful while changing direction and priorities frequently Supervisory Responsibility: None Work Environment: This job operates within professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines. Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is frequently required be in a stationary position while operating a computer. Additionally, this position is frequently required to communicate with homeowners about inquiries via phone, online and in writing. .Position Type/Expected Hours of Work: This is a full time at will position, and work hours are typically Monday through Friday 8:00 a.m. to 5:00 p.m. Occasional evening and weekend work may be required as department needs demand and Saturdays and Su…