Summary/objective
The Customer Care Coordinator is responsible for answering incoming homeowner inquiries, utilizing
company policies to solve issues and directing them to the managerial team when necessary. The Coordinator becomes
the main point of contact for homeowners upon completion of the sales process. Through the ability to make quick
and accurate decisions, the Coordinator is committed to finding the best solution for all parties involved resulting in an
industry setting standard for customer experience and business efficiency.

Essential functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential
functions.
• Assist production manager in day to day operations pertaining to the warranty department
• Assist global team on day to day data entry
• Assist global team on homeowner scheduling
• Assist global team on trade base warranty follow up
• Assist global team on global team processes and procedures
• Assist in coordination of warranty calendar, 45 day notices, customer service line and home owner care
• Field phone and emails for warranty customer care
• Organize 1 year warranty files
• Organize and file homeowner paperwork
• Follow up on 1 year warranty meetings
• Follow up and track trade partner “open tickets” and the scheduling for warranty team
• Assist in all global and regional meetings
• Assist in product/warranty research

Qualifications
• Two years of customer service experience required
• Technical construction knowledge to understand construction process and terminology preferred
• Good understanding and ability to work efficiently with Word, Excel and outlook computer programs
• Ability to work in a team environment
• Excellent oral and written communication skills
• Excellent organization skills
• Ability to take direction, meet time-lines and work on a multitude of projects at one time
• Adaptable to fast paced work environment with repetitive and monotonous projects
• Strong work ethic with a high level of integrity both in and out of the work environment
• Reliable transportation
• Ability to work extended hours as needed

Work environment
This job operates in a professional office environment. This role routinely uses standard office equipment such as
computers, phones, photocopiers, filing cabinets and fax machines.

Physical demands
This position must be able to remain in a stationary position 95% of the time. The person in this position needs to
frequently move/traverse about an office environment. This person is required to communicate with trades, clients
and other colleagues.

Travel required
Minimal travel is expected for this position.

Affirmative Action/EEO statement
PHI provides equal employment opportunities (EEO) to all employees and applicants for employment without regard
to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, genetic information,
marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.
PHI complies with applicable state and local laws governing nondiscrimination in employment in every location in
which the company has facilities. This policy applies to all terms and conditions of employment, including hiring,
placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training.
PHI expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual
orientation, national origin, age, genetic information, disability or veteran status. Improper interference with the ability
of PHI employees to perform their expected job duties is absolutely not tolerated.

Other duties
Please note this job description is not designed to cover or contain a comprehensive listing of
activities, duties or responsibilities that are required of the employee for this job. Duties,
responsibilities and activities may change at any time with or without notice.