Customer Care Coordinator

The Customer Care Coordinator performs a variety of administrative activities for the Customer Care Department, such as organizing homeowner warranty claims and scheduling repair services with third party trade partners. This position facilitates the relationship between Holt Homes and the public with integrity, courtesy, and character.

Company Values

• Honesty – We say what we’ll do and do what we say
• Support – We express empathy, nurture growth, offer help, and accept help
• Efficiency – We don’t cut corners, but cut waste and find the best way
• Responsiveness – We recognize possibilities and respond to change, learn from mistakes, and communicate promptly
• Improvement – We innovate endlessly

Qualifications

• High School education completed
• Minimum of 1 year of experience in an administrative capacity
• Minimum of 1 year of customer service experience
• Must be proficient in Office Suite (Word, Excel, PowerPoint, and Outlook)
• Experience with Punchlist Manager and Smartsheet preferred
• Experience with 2-10 Warranty is preferred
• Potential remote work after mandatory in-office training, decided by manager
• Memorable customer service skills with the ability to de-escalate high-tension interactions with homebuyers

Skills

• Ability to learn new software and programs quickly
• Excellent communication, both verbal and written, in the English language
• Organize, multitask, prioritize, and complete tasks in an efficient manner
• Strong follow-up skills
• Adapt in an ever-changing, fast paced, environment
• Work independently as well as in a group setting

Responsibilities

• Schedule appointments for Warranty Technicians and trade partners
• Field incoming service calls from homeowners
• Responsible for data entry and processing of warranty repair requests and service reports
• Maintain online customer management portals and reporting
• Add inquiries, requests, and resolutions to an internal customer data base so actions can be followed up on as needed
• Issue work orders, reporting, and tracking of open and closed work orders
• Act as a liaison with customers, maintaining a high customer satisfaction approval rating
• Perform research to answer customer inquiries and requests
• Establish and maintain cooperative working relationships with Holt staff and affiliates
• Participate in cross-department communications
• Maintain a professional demeanor
• Perform other duties as needed or assigned

Work Environment

• Regularly uses a computer with repeated movements to enter data, differentiate between colors, shades and brightness, and read from a computer screen for extended periods of time

Medical Benefits

• Employer paid health, dental, and vision insurance per full-time employee
• Employer paid Life Insurance, long term disability insurance, and Accidental Death and Dismemberment Insurance
• Company provided Health Reimbursement Arrangement
• Medical and Dependent Care Flexible Spending Accounts
• Family Medical Leave
• Employee Assistance Program
• Monthly Wellness Reimbursement
• 1 hour of paid sick leave per 30 hours worked
• 10 days of accumulated vacation in first year

Financial Benefits

• Annual bonus of up to 10% of salary
• 14 paid holidays yearly (Company)
• Company laptop
• Company cell phone
• Well-retire 401(k) Financial Advisor
• Employer contributes 4.5% into each employee’s 401(k)
• Reimbursements for parking and public transportation
• Mileage reimbursement
• Education Assistance Program
• Home Purchase Program
• Employee Referral Program