Position Description

Customer Service Coordinator (New Home Builder)
Location Scottsdale, AZ
Job Code 7296
# of Openings 1
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Under the indirect supervision of the Customer Service Manager, the Customer Service Coordinator performs essential duties related to the receipt, input into Compass, scheduling, and closing out service requests submitted by homeowners and Trilogy community members.  Coordinators also handle routine information requests about the homes and communities built by the company.  This position supports all divisional customer service departments and field staff.  In addition to ensuring that Shea Homes meets all warranty obligations to each customer, this individual works with all stakeholders, and communicates information back to the Service Center to improve and exceed customer satisfaction, quality, and cycle time objectives.  This individual is also responsible to ensure that all warranty issues are satisfied through prompt, courteous, and efficient service.

Essential Duties and Responsibilities

 

Percentage of

Time Spent

Receive, input, process and respond to service requests received by phone, FAX, E-mail, or otherwise.

90

Work in conjunction with the Customer Service Rep to schedule warranty appointments.

90

Send acknowledgement, confirmation, or response to letters to homeowners.  

90

Provides timely and accurate information to customer requests.

100

Provides administration support for customer delivery, lot files, legal requests, invoicing, insurance, and other needs.

50

Follow up on all customer requests including urgent and emergency requests.

100

Coordinate, and in some cases, image required documentation in all electronic lot files.

50

In each customer interaction, demonstrate a high level of sensitivity and caring for the homeowner or Trilogy community member.  Complete all interactions promptly, with a high degree of service, and in keeping with all representations and commitments made by the Service Center.                          

100

Completes required training, including customer service training

Processes customer follow up letters as needed

Assists with other projects as needed

50

Knowledge/Experience

  • High School Diploma required, bachelor’s degree or equivalent combination of education and experience preferred

  • Three years customer service experience preferred (preferably in a homebuilding industry)

  • Proficiency with the Internet, MS Word, Excel and Outlook; ability to quickly learn database software programs required

Skills/Abilities

  • Commitment to serving customer needs

  • Able to start and finish projects with very minimal supervision or guidance

  • Ability to handle confidential information discreetly

  • Strong analytical and organizational skills – attention to detail, accuracy and deadlines

  • Strong team-building skills including the ability to lead, cooperate, motivate, and contribute as part of a team

  • Strong communication skills including verbal and written communication and listening skills

  • Must possess a strong internal/external customer service orientation/commitment

  • Must be comfortable working in a fast-paced environment where continuous improvement is expected

  • Must be able to consistently achieve high work standards

  • Flexibility and adaptability to rapid change within the organization and the global business environment

  • Requires overtime and weekend work as needed

Professional Performance Standards

Responsible and accountable for executing the specific responsibilities listed above in complete conformance with goals, expectations and schedule commitments of the Company.

Physical Demand/Work Environment

The physical demands and work environment characteristics described here are representative of those that must be met by an associate to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the associate is regularly required to talk and hear.  The associate frequently is required to walk and sit, and occasionally is required to stand.  The associate must occasionally lift and/or move up to approximately 25 pounds.

The noise level in the work environment is usually quiet to moderate.

Shea Homes is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, creed, religion, national origin, sex, sexual orientation, gender identity and expression, age, disability, or Vietnam era, or other eligible veteran status, or any other protected factor.

EOE/M/F/D/V      

 

 

 

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