Customer Service Coordinator - Lotus (Call Center)

Job Description:

Assist in maintaining a high level of customer satisfaction through excellent phone etiquette. Support new homeowners during their warranty period; answering questions, assuring work is completed timely. Maintain a team-player attitude both with co-workers and sub-contractors.

Key Duties and Responsibilities:

• Entering New homeowner files, calling to go over walk-thru items left over, entering those items. Giving the H/O access to the warranty system and explaining the Warranty process.
• Schedule service request reviews with superintendents for homeowners submitting new issues that cannot be direct dispatched.
• Take the time to go over all open issues with homeowners, if requested.
• Responsible to dispatch emergencies, when necessary.
• Advise Management of any situation that requires immediate management involvement.
• Follow-up with sub-contractors to ensure all work tickets are being completed according to GL Homes’ guidelines.
• Administrative duties, including answering busy phones, filing, scanning, data processing, picking up messages, ER calls and returning all in a timely manner.
• Follow-up with billing and invoices to ensure the sub-contractors are being paid on a timely basis.
• Other related duties and projects as assigned by management.
  

Experience and Skills:

Education & Experience:

• High School diploma required
• A minimum of 7 years previous customer service experience required.
• Experience working with residential builder or in similar field preferred but not required.

Skills & Abilities:

• Interpersonal Skills - Must enjoy working with customers. Must maintain a professional and personable attitude at all times.
• Customer Service - Must demonstrate excellent customer service skills. Maintain a friendly attitude and keep a smile at all times.
• Capable of handling difficult clientele.
• Must have strong administrative skills.
• Good computer skills: must have experience using Excel at intermediate level.
• Teamwork a must. Ability to establish rapport and develop good working relationships with all levels within and outside the organization. Always willing to help others by offering assistance.
• Multi-tasking a must. Show initiative to meet deadlines and able work on several tasks simultaneously.
• Must have good organizational, time management skills and follow-up skills