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Customer Care Service Coordinator

Trumark Companies
San Ramon, CA
  • Expired: over a month ago. Applications are no longer accepted.
Job Description

Customer Care Administrative Coordinator

Who We Are:

Our mission is to enhance, inspire and grow. We enhance the lives of people by creating inspiring living environments. With over 30 years of experience, we’re no strangers to the homebuilding industry. We are a multi-disciplinary development company with neighborhoods in Northern and Southern California, and Colorado! Since our beginning, we have always strived to set ourselves apart from other builders. We do this by looking ahead. We make sure that the products we are providing are the best for our homebuyers; that they fit into life today and in the future; that the surroundings are inviting and purposeful. When we Trumark our homes, it is because they reach every one of these criteria.

Overview:

To deliver great customer experiences to homeowners, as well as provide administrative support for the Customer Care Department.

Essential Duties:

  • Respond to homeowner service inquiries from the Customer Care Team verbally and/or written in a timely, efficient, neat, courteous, professional, and appropriate manner.
  • Build strong relationships and maintain appropriate and regular contact with homeowners, Customer Care Representatives/Managers, and trade partners-including updates regarding open Customer Care items/requests.
  • Assist Customer Care Manage with request/work order audits to ensure proper documentation has been completed appropriately.
  • Assist in maintaining a safe, civil, and clean work environment within all work sites. Abide by individual employee safety policies and guidelines and exercise the courage to intervene and report all unsafe conditions.
  • Provide care & maintenance suggestions, and/or product information from home selections.
  • Actively participate in Eliant Survey reviews and follow up with homeowners and trade partners to increase survey response rates and scores.
  • Monitor customer care voicemail and deliver messages to appropriate parties and/or return phone calls as needed. Review NEW work orders assigned in DwellingLive daily.
  • Assign all customer care requests received to the appropriate Customer Care Field Representative.
  • Share “on-call” status with Customer Care Representatives to provide 24/7 contact for homeowners.
  • Verify, update, and maintain homeowner and property information in related databases and Customer Care Portal.
  • Scan and electronically store all customer documents in Customer Care information system and related databases.
  • Other duties as assigned.
  • Gain competence in understanding the Trumark Homes Warranty program and Homeowner Maintenance requirements.
  • Input and Dissemination of Warranty tickets and Home Reviews into DwellingLive and then distribute to appropriate personnel for completion.
  • Maintain office files.
  • Provide weekly tracking of all outstanding warranty work orders to the field and update as required.
  • Process checks requests for homeowner reimbursements (as needed).
  • Order, update and distribute home care related forms.


Essential Functions:

Successful job applicants will be able to perform these functions. Reasonable accommodations will be made to enable individuals with disabilities to perform the essential functions.

  • Report to Division/Corporate Office/Community daily and adhere to schedule
  • Ability to access, input, and retrieve information from a computer and/or electronic device
  • Ability to have face to face conversations with customers, co-workers and higher-level manager
  • Ability to sit or stand for long periods of time and move around work environment as needed
  • Ability to operate a motor vehicle if applicable
  • Comply with company policies and procedure


Physical Demands:

  • Must be able to able to remain in a stationary position up to 50% of the time
  • The ability to frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds


Education and Additional Requirements:

  • Customer Service experience with a residential homebuilder is highly preferred
  • Experience working with warranties preferred
  • A high school degree or equivalent required
  • Excellent communication and organizational skills
  • Problem-solving skills

Why Work for Trumark?

  • Work with a team that values you! Trumark offers a direct career path with an open seat for you at our table.
  • We embody our mission to Live Well. Trumark Homes is dedicated to creating communities that foster an enthusiasm to connect, the strength to aspire and the compassion to give back. For approximately every 50 homes we build, we work with charity: water to provide and serve approximately 200 people with fresh, clean water.
  • Exceptional Medical Benefits (100% Employee + 60% Dependent).
  • Monthly wellness stipend.
  • 401k with company matching, we are helping you plan for future retirement.
  • Hybrid work flexibility.



Trumark Companies

Address

San Ramon, CA
94583 USA

Industry

Business