Part Time Customer Experience Coordinator (Remote)

Toll Brothers; Philadelphia (Philadelphia County); Remote; USD 22,000 - 39,000; Part time

Benefits offered by this job

Remote work

Job summary

Toll Brothers, America’s Luxury Home Builder, is seeking a Part-Time Customer Experience Coordinator to support the Customer Experience Team. This 100% remote role involves direct interaction with customers daily, helping Toll Brothers live our value of “Delight the Customer.”

The Coordinator will conduct daily phone surveys, document results, escalate issues, and follow up with customers and internal teams. Strong Salesforce CRM skills and excellent communication are essential.

Qualifications

• Attention to detail and organizational skills.
• Verbal and written communication skills.
• Proficient in Salesforce CRM (logging activities, running queries, creating tasks).

Responsibilities

• Conduct daily phone surveys with customers as part of the survey program.
• Document survey results clearly and categorize surveys.
• Follow up on outstanding surveys with external and internal parties.
• Escalate customer issues to Customer Experience (National) and division managers.
• Carry out ad-hoc surveys to evaluate specific CX questions or initiatives.
• Maintain impartiality to ensure customers are heard and feedback is accurate.
• Suggest improvements to surveys and customer experience processes.
• Check the customer survey inbox and respond promptly to emails.

Skills

Attention to detail

Organizational skills

Verbal and written communication

Tools

Salesforce CRM

Job description

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 Part-Time Customer Experience Coordinator to support the Customer Experience Team. This position is 100% remote.

What is the opportunity?

The Customer Experience Coordinator is a high-visibility role that requires direct interaction with customers every day. As a Customer Experience Coordinator, you play a central role in helping all Toll Brothers employees live our value of “Delight the Customer.”

What are the primary responsibilities?

• Conduct daily phone surveys with customers as part of the customer survey program
• Document phone survey results clearly and accurately; ensure surveys are placed into correct categories
• Follow up on outstanding surveys with both external and internal parties
• Ensure that customer issues are properly escalated to Customer Experience (National), and Division
  managers
• Conduct ad-hoc phone surveys with customers to evaluate specific customer experience questions,
  programs, or initiatives
• Maintain an impartial perspective to ensure that customers feel heard and that Toll Brothers team members receive accurate feedback
• Provide ideas to improve customer experience, customer surveys, and Toll Brothers
• Check customer survey email box regularly during the day and respond to customer emails in a timely way

This is an excellent opportunity to join one of the nation's most respected Fortune 500 companies!

Does this describe you?

• Empathetic listener
• Able to resolve conflicts and de-escalate situations
• Responsive and detail oriented

Do you have these qualifications?

• Attention to detail and organizational skills
• Verbal and written communication skills
• Proficient in Salesforce CRM (e.g., logging activities, running queries, creating tasks)

What are the requirements for working hours and location?

• Work hours each day are flexible and typically non-contiguous, extending outside of normal business hours to best align with the hours that customers are available (i.e., evenings, weekends, etc.)
• Work location is from home due to the nature of the hours and the need to work “in spurts” at different
  times of the day

We offer an excellent benefits package, including comprehensive medical/dental, 401(k) with a company match, discounted stock purchase, discounts on mortgages, homes, appliances, 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.