Christopher Alan Homes is seeking a Customer Care Coordinator who is responsible for being the first point of contact for homeowners requesting warranty service. The coordinator will conduct an initial analysis of the customer issue to triage and determine the appropriate course of action. Responsible for evaluating requests, scheduling trades to complete work, expedite repairs and ensure homeowner satisfaction.

RESPONSIBILITIES:

· Guide CAH Homeowners through the New Home Celebration/Orientation

· Receive initial customer requests for service

· Conduct initial analysis of customer issue to triage and determine the appropriate course of action

· Initiates service work orders, sets appointments with subcontractors, monitors progress and quality of work, and keeps customers apprised of work order status.

· Document requests in the service and scheduling system.

· Effectively manage large amounts of incoming calls and emails

· Build sustainable relationships of trust through open and interactive communication

· Address complaints, provide appropriate solutions and alternatives within warranty guidelines and time thresholds, and follow up to ensure resolution

· Assist in determining and documenting the root cause

· Assigns accountability for expenses/back charges as based on detailed inspection of work and compliance with policies and procedures

· Track and report division service levels, satisfaction, response rates, and costs

· Participates in departmental meetings to discuss service issues, work schedules, enhance job quality and performance, and increase workflow efficiency.

· Perform related administrative duties, as assigned

REQUIRED EXPERIENCE:

· Proven customer support experience

· Strong emphasis on quality of service and follow-up

· Customer orientation and ability to adapt/respond to different personality types

· Excellent communication and listening skills, bilingual a plus

· Analytical ability necessary to perform root cause analysis

· Highly conscientious/well-organized

· Strong computer skills

· Ability to multi-task, prioritize, and manage time effectively

· Conflict resolution skills

· Additional consideration will be given to candidates with experience working within Microsoft Office Suite and CRM database management software

· Valid driver’s license, safe driving record and valid auto insurance coverage required.

Job Type: Full-time

Pay: $52,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work setting:

• In-person
• Office

Work Location: In person