Objective:
Provides excellent customer experiences to all Landsea Homeowners. Supports the Customer Care Department ensuring Landsea Customer Care is performed in a timely, efficient, courteous and professional manner.
General Responsibilities:
- Data entry in all customer care systems with accuracy and detail.
- Acts as the first level of contact for escalated homeowners.
- Provide triage, customer guidance and expectations for warranty coverage.
- Process all daily administrative activities of the Customer Care Department.
- Assist with coordination of department meetings and events.
- Attend jobsite and team meetings.
Regular Duties:
- Answer all incoming calls and emails in a professional, kind, genuinely caring and informative way so as to provide an exceptional experience to our customers.
- Prepare customer care lot files (e‐files and physical files) and project specific information e.g., sub. lists, sequence sheets and color schemes for Customer Care Representatives.
- Answer routine administrative correspondence independently.
- Maintain, update records and data entry in system for new home orientations, service work orders and e‐blasts.
- Run weekly, monthly and quarterly service request aging and Eliant reports
- Process purchase orders, back charges and PWC registrations.
- Maintain and follow emergency on‐call schedule and procedures.
- Inform Customer Care Manager and Director of escalated claims.
- Maintain customer care department supplies and literature inventory.
Supervisory Responsibilities:
- None
Key Qualifications:
- Associates Degree or related work experience
- 3-years’ experience in customer service (building industry preferred)
- Computer literacy, MS Office – Outlook, Word, Excel, PowerPoint
- Experience with Timberline, dwellingLive and E1 (preferred but not required)
- Experience using smart phones, tablets and apps
- Basic financial reporting skills
- Type 50‐60 WPM
- Excellent written and verbal communication skills
- Strong problem‐solving and critical thinking skills
- Organized, detail‐ oriented and proactive qualities
Physical Requirements:
This is position has both office and field responsibilities, which requires the ability to operate a motor vehicle, climb stairs/ladders, read plans, bend, stoop, reach, lift, and move and/or carry items in excess of 50 pounds. Office work requires sitting at a computer monitor for extended periods of time, completing paperwork, receiving/returning phone messages. Finger dexterity in operating a computer keyboard and calculator. Must be able to work both indoors and outdoors.
Safety Requirements:
This position is a safety‐sensitive position and includes tasks or duties that could affect the safety and health of the employee performing the task or others. This position requires OSHA 10, CPR/First Aid and Fire‐Safety Extinguisher training, provided by the company.
Travel requirements:
This position will require some occasional driving to other projects and the corporate office in Scottsdale.
Must be authorized to work in the United States. This position is full time.