Customer Care Consultant

Toll Brothers; Tampa (FL); On-site; USD 52,000 - 66,000; Full time

Job summary

Toll Brothers in Tampa, FL is seeking a Customer Care Consultant to provide Tier Two support for homeowner service requests within its regional footprint. You will manage work orders, schedule homeowner/trade appointments, and process purchase orders while helping improve customer satisfaction metrics.

Ideal candidates have 3+ years of customer service experience, a high school diploma, and hands-on knowledge of homebuilding methods. College degree and hospitality experience are a plus.

Qualifications

• Excellent customer service, verbal and written communication skills.
• Good working knowledge of homebuilding methods.
• Ability to plan, prioritize service requests for large coverage areas.
• Technical savviness.

Responsibilities

• Provide second level support for inbound homeowner service items within their area of coverage.
• Manage, triage, and resolve inbound requests using homeowner-submitted artifacts and/or virtual home care sessions.
• Triage and distribute inbound requests requiring further diagnosis to onsite Construction Manager or Customer Care Representative.
• Manage work orders, schedule homeowner/trade workday, and issue purchase order payments for their responsible service items.
• Surface and support continuous improvement through reporting, investigating, and problem-solving for the regional Customer Care team.

Skills

Customer service

Communication

Time management

Organizational skills

Self-directed

Technical savviness

Education

High school diploma or equivalent

College degree

Job description

Overview

Join an award-winning company!

Who are we?

Since 1967, Toll Brothers has been building luxury homes and communities in the best locations in the U.S. Today, we’re a Fortune 500 company operating in over 60 markets. We’re the country’s premier luxury builder with the widest range of product offerings and price points in the industry, serving first-time, move-up, active-adult, and second-home buyers.

From the homes we build to the talent we recruit, we know that to be the best, we have to work with the best. Toll Brothers is a place where diverse perspectives and experiences are welcomed and where employees of all backgrounds are treated with fairness, dignity and respect. We believe every employee should feel safe to be their true and authentic self at work. Our employees are our family, and we strive to uphold the values that our founders instilled in us, creating an exceptional place to work that is inclusive to all.

Toll Brothers, America's Luxury Home Builder, seeks a Customer Care Consultant for our office in Tampa, Florida.

What is the opportunity?

The Customer Care Consultant provides “Tier Two”, second-level support for homeowner service requests,managing and resolving issues through virtual sessions, artifacts, or coordination with onsite teams within their region. This role oversees work orders, schedules homeowner/trade appointments, and processes purchase orders while supporting quality improvements and contributing to customer satisfaction metrics to enhance the overall homeowner experience.

What are the primary responsibilities?

Process Management:

• Provide second level support for inbound homeowner service items for their area of coverage
• Manage, triage, and resolve inbound requests leveraging homeowner-submitted artifacts and/or virtual home care sessions
• Triage and distribute inbound requests requiring further diagnosis to onsite Construction Manager or Customer Care Representative
• Manage work orders, schedule homeowner/trade workday, and issue purchase order payments for their responsible service items

Customer Experience:

• Responsible for customer satisfaction metrics related to homeowners served through virtual home care
• Maintain comprehensive knowledge of construction methods and state warranty specifications for coverage area(s) and Toll Brothers’ Limited Warranty guidelines

Reporting & Continuous Improvement:

• Surface and support continuous improvement through reporting, investigating, and problem-solving for the regional Customer Care team

All other duties as assigned

Qualifications

Does this describe you?

• Excellent customer service, verbal and written communication skills
• Good working knowledge of homebuilding methods
• Ability to interact positively with others while having a sense of urgency and assertiveness
• Ability to exercise good time management and organizational skills
• Self-directed in the ability to plan, and prioritize service requests for large coverage areas
• Technical savviness

Do you have these qualifications?

• Essential:
  • High school diploma or equivalent
  • 3+ years customer service
  • 2+ years experience construction/maintenance experience
• Preferred:
  • College degree
  • Experience working in the hospitality industry

We offer an excellent compensation and benefits package that includes comprehensive medical/dental, 401(k) with a company match, discounted stock purchase, discounts on mortgages, homes, and much more!

Come see why Toll Brothers has been attracting and retaining some of the best professionals in the industry!

Toll Brothers is committed to ensuring equal employment opportunity. All employment decisions, policies, and practices are in accordance with applicable federal, state, and local anti-discrimination laws. Toll Brothers will not engage in or tolerate unlawful discrimination (including any form of unlawful harassment) on account of a person's sex (including pregnancy), age, race, color, religion, national origin, ancestry, citizenship, physical or mental disability, sexual orientation, gender nonconformity, status as a transgender individual, gender identity, genetic information, marital status, family responsibility, armed services, or any other status protected by law.