Customer Service Coordinator
4 weeks ago
Customer Service Coordinator 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.
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
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