Customer Care Coordinator

3 months ago

Folsom, United States Woodside Homes Full time

About Woodside Homes:

Since 1977, the Woodside Homes name has been synonymous with integrity, excellence, design innovation and a great customer experience. That enduring reputation continues to attract generations of discerning homebuyers throughout Arizona, California, Nevada, and Utah.


For more than 40 years, Woodside Homes has designed, constructed and sold more than 45,000 homes, earning the trust and confidence of families who seek the very most from their home-buying dollars. That achievement attests to the success of Woodside’s commitment to building homes that are Better by Design...homes that are personalized to meet the needs, desires, and dreams of individual homebuyers. Better by Design means providing great spaces that become filled with life, and each buyer’s style emerges against a backdrop of quality, superb craftsmanship and money-saving energy efficiency. Even more importantly, Better by Design speaks towards Woodside’s commitment to provide a customer-friendly experience that puts our buyers front and center of every decision we make. You’ll receive the guidance, attention, and respect necessary for us to understand your needs, wants and dreams and translate them into a house you'll love to call home.


Position Overview

The Customer Care Coordinator is responsible for coordinating customer care services within the customer care team, with trade partners, and with Woodside Home customers. The Customer Care Coordinator plays an important role in delivering promoting excellence in customer service by responding to customers promptly and thoroughly. The Customer Care Coordinator is able to work independently to solve problems and coordinate execution within a geographically distributed team.

Job Qualifications

The ideal candidate will have a background in the field of construction and/or in the customer service industry, with 1+ year of experience in customer service. The candidate should have the ability to balance multiple tasks and meet deadlines without compromising quality or productivity. The Customer Care Coordinator is driven to serve others as an authentic role model of Woodside Homes' purpose, vision, and values.

Essential Job Functions

The Customer Care Coordinator will be responsible for executing the scope of work including, but not limited to the responsibilities below:


  • Coordinates customer care activities with the team of customer care representatives, with the Customer Care Manager, with trade partners, and third parties as required.
  • Processes service requests received from customers as received from email, telephone, and other media. Enters all service requests into the company’s approved ERP systems.
  • Organizes and prioritizes written lists of customer requests to be addressed.
  • Works closely with other departments within the division to ensure timely and satisfactory follow-up to service requests.
  • Manages warranty controls by having a complete knowledge of all scopes of work.
  • Schedules customer care representatives to conduct service calls to address service requests from customers.
  • Verifies work progress and completion of assigned tasks with customer care representatives.
  • Follows up with customers to ensure complete satisfaction of work performed to resolve service requests.
  • Processes expenses, back changes, and emergency purchase orders from customer care representatives consistent with company policies and procedures.
  • Receives and handles phone calls from homeowners, trade partners, and customer care representatives. Provides information and timelines to customers to alleviate customer stress and to enhance the customer experience. Communicates in a manner consistent with Woodside Homes' purpose, vision, and values as the front line for the customer.
  • Forwards relevant information from customer communication to the appropriate customer care representative and/or manager.
  • Sends written communication to homeowners and subcontractors (no response, intent to back-charge, follow-up letters, etc.).
  • Closes out completed work orders or open tickets in the company’s ERP system when signoffs are sent to the office.
  • Responds to customer survey feedback as needed and shares insights with the team.
  • Files all documentation into lot files as required.
  • Maintains current all contact lists, address lists, and emergency lists weekly.
  • Assists with efforts to mitigate exposure to litigation as requested.
  • Provides timely information associated with litigation as requested by counsel.
  • Maintains and orders warranty publications.
  • Responsible for the stocking and ordering of consumables (for example, shoe covers or air filters) required to support the customer care representatives.
  • Manages team equipment.
  • Prepares reports for management as requested.
  • Attends and assists in coordinating weekly customer care meetings, providing insight to the team consistent with Woodside Homes' purpose, vision, and values. Assists the Customer Care Manager by annotating commitments and helping to follow up with commitments.
  • Updates customer care files, including paint, trade info, templates, service logs, etc.
  • Performs other responsibilities and duties as assigned to support the company in achieving its goals and objectives.

Qualifications:

  • High school diploma or equivalent.
  • Minimum of one year of customer service or construction experience.
  • Superior communication skills – both verbal and listening.
  • Ability to effectively multi-task.
  • Outgoing, professional demeanor with the ability to establish effective relationships.
  • Computer literacy and familiarity with productivity software such as Microsoft 365, as well as accounts management tools such as JD Edwards, Hyphen, or equivalent (preferred).


Schedule:

  • This position works ordinary work hours Monday through Friday, although some weekend work may be required to respond to emergency service requests.


Location:

  • Folsom, CA

Education:

  • High school diploma or equivalent (Required)


We recognize that few applicants may "check all the boxes," but each person has unique strengths they would bring to the table. We are committed to building a diverse and authentic work culture, so we invite you to apply anyway. You belong here


Woodside Homes is an equal-opportunity employer. All qualified candidates will receive consideration for employment without regard to race, religion, color, national origin, sexual orientation, gender, gender identity or expression, age, genetic information, disability, or any characteristic protected by law. Diversity is critical to the growth of our company with an understanding of the importance of fostering an environment where everyone has a voice. We are also committed to providing reasonable accommodation for candidates with disabilities during the recruiting process. If you need assistance due to a disability, please get in touch with us.

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