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Client Relations Coordinator

2 months ago

Folsom, California, United States Woodside Homes Full time

About Woodside Homes:

Since its inception in 1977, Woodside Homes has established a reputation for integrity, excellence, and innovative design, providing an exceptional customer experience. This legacy continues to attract discerning homebuyers across various states, including Arizona, California, Nevada, and Utah.

With over 40 years in the industry, Woodside Homes has successfully designed, constructed, and sold more than 45,000 homes, earning the trust of families seeking value in their home-buying journey. Our commitment to building homes that are personalized to meet the unique needs and aspirations of each buyer is encapsulated in our motto, 'Better by Design.' This philosophy emphasizes creating spaces that resonate with individual styles while ensuring quality craftsmanship and energy efficiency. Most importantly, 'Better by Design' reflects our dedication to providing a customer-centric experience, ensuring that our buyers are at the forefront of every decision.

Position Overview

The Client Relations Coordinator is tasked with managing customer care services within the customer care team, liaising with trade partners, and engaging with Woodside Home customers. This role is pivotal in promoting excellence in customer service by ensuring prompt and thorough responses to customer inquiries. The Coordinator must possess the ability to work independently, effectively solving problems and coordinating efforts within a geographically diverse team.

Job Qualifications

The ideal candidate will have a background in construction and/or customer service, with a minimum of one year of relevant experience. The candidate should demonstrate the ability to manage multiple tasks and meet deadlines while maintaining high standards of quality and productivity. The Client Relations Coordinator should embody the values and vision of Woodside Homes, serving as a genuine role model committed to customer service.

Essential Job Functions

The Client Relations Coordinator will be responsible for executing a range of duties, including but not limited to:

  • Coordinating customer care activities with the customer care team, Customer Care Manager, trade partners, and other relevant parties.
  • Processing service requests from customers received through various channels, ensuring all requests are logged into the company's ERP systems.
  • Organizing and prioritizing customer requests for efficient resolution.
  • Collaborating with other departments to ensure timely follow-up on service requests.
  • Managing warranty controls by maintaining comprehensive knowledge of all scopes of work.
  • Scheduling service calls for customer care representatives to address customer requests.
  • Verifying the progress and completion of tasks assigned to customer care representatives.
  • Following up with customers to ensure satisfaction with resolved service requests.
  • Processing expenses and emergency purchase orders in accordance with company policies.
  • Handling communications from homeowners, trade partners, and customer care representatives, providing information to enhance the customer experience.
  • Forwarding relevant customer communication to appropriate team members.
  • Drafting written communications to homeowners and subcontractors as necessary.
  • Closing out completed work orders in the ERP system.
  • Responding to customer feedback and sharing insights with the team.
  • Maintaining documentation and records as required.
  • Updating contact lists and emergency information weekly.
  • Assisting with litigation exposure mitigation as needed.
  • Preparing reports for management as requested.
  • Participating in weekly customer care meetings, providing insights aligned with the company's values.
  • Updating customer care files, including service logs and templates.
  • Performing additional responsibilities as assigned to support company objectives.

Qualifications:

  • High school diploma or equivalent.
  • Minimum of one year of experience in customer service or construction.
  • Excellent verbal and listening communication skills.
  • Ability to effectively manage multiple tasks.
  • Professional demeanor with strong relationship-building skills.
  • Proficiency in productivity software and familiarity with account management tools is preferred.

Schedule:

  • This position typically follows standard work hours, with potential weekend work for emergency service requests.

Education:

  • High school diploma or equivalent (Required).

Woodside Homes values diversity and is committed to creating an inclusive work environment. We encourage individuals with unique strengths to apply, as we believe everyone has something valuable to contribute.

Woodside Homes is an equal-opportunity employer, and all qualified candidates will be considered 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. We are dedicated to fostering an environment where everyone has a voice and providing reasonable accommodations for candidates with disabilities during the recruitment process.