Customer Care Coordinator Level II
What will you do as a Customer Care Coordinator Level II? In this role, you will be the voice of our customers, ensuring their satisfaction and advocating for their needs throughout all touchpoints with Shazam Home Services and our processes. You will also provide immediate support to our customer base that includes Shazam Homes Services Customers, Oakwood Homes Customers, Field Staff, Trade Partners, Other Internal Customers and Other External Customers as needed.
Key Responsibilities:
Customer Satisfaction
- Provide exceptional customer service to customers, addressing their concerns and resolving issues promptly and professionally.
- Input data, generate, process and distribute work orders in a timely manner.
- Responsible for companywide world-class service to customers.
- Assist with dispatching, scheduling, and emergency routing duties that may include internal and external job scheduling across the organization.
- Follow-up as needed to ensure completion of all repairs to maintain high levels of customer satisfaction. May include internal and external personnel.
- Communicate and help customers navigate home maintenance, ownership, and warranty.
Voice of the Customer
- Act as a liaison between customers and the company, conveying customer feedback to improve products and services.
- Build and maintain strong long-lasting relationships with customers and stakeholders.
- Analyze customer feedback to identify trends and opportunities for improvement. Report the findings and data to the Customer Care Manager as needed.
Inside Sales
- Communicate regarding and sell outside business services to new and existing customers.
- Educate customers on the benefits of our warranty programs and additional outside services offered.
Escalation Management
- Handle complex customer issues and escalated complaints with patience and professionalism.
- Works to understand our customer’s needs, concerns, and requests to better provide World-Class service and assist in customer de-escalations.
- Collaborate with internal departments to resolve challenging customer situations.
NPS and Post-Appointment Surveys
- Monitor and respond to post-appointment and post-repair surveys to gauge customer satisfaction and identify areas for improvement.
- Monitor and work to improve Net Promoter Score (NPS) through excellent customer service.
Online Reputation Management
- Monitor and respond to online reviews and customer feedback on various platforms.
- Work to maintain and improve the company’s online reputation through positive customer interactions.
- Support with any BBB inquiries as mediator as required by the business needs and Customer Care Manager.
Internal Responsibilities
- Document and perform change of homeownership as needed.
- Give or receive training regarding FieldPoint, other operating systems, procedures, or construction process/procedures to learn general home building knowledge.
- Daily and weekly metric or KPI’s reporting duties as designated by the business needs and Customer Care Manager.
- Primary point of contact for our Community Experience Managers (CEM) and Operations Managers (OM) for normal day-to-day operational questions or concerns around scheduling, customer inquiries or escalations.
- The ability to provide support and leadership to the team daily, with minimal direction from the Customer Care Manager.
- May perform the duties of a Receptionist / Administrative Assistant.
- Managing and onboarding new and existing homes profiles into FieldPoint.
Miscellaneous
- Comfortable with responsibilities and duties changing with limited notice as the needs of the business change.
- General understanding of company policies, structure, and procedures.
- Other duties as assigned.
Qualifications:
- Highschool diploma or GED required.
- 3+ years of experience in customer service, sales, or hospitality.
- Residential warranty experience and construction knowledge is a plus.
- Proven track record of achieving high customer satisfaction ratings in a busy environment.
- Experience inputting data, ensuring accuracy, and where appropriate, with sensitive and confidential information.
- Sales experience a plus, with the ability to identify selling opportunities.
- Experience with escalated customers and having difficult conversations.
- Experience holding accountability and maintaining standards with a high sense of urgency.
- Detail-oriented with strong organizational and time management abilities.
- Proficiency in Microsoft Office Suite and customer service software.
- Must be able to work in an office setting fulltime
Key Attributes:
- Sales-oriented mindset with a focus on customer satisfaction.
- Hospitality experience, demonstrating a customer-first approach.
- Detail-oriented, ensuring accuracy in all customer interactions and documentation.
- Empathetic and patient, with the ability to remain calm in challenging situations.
- Proactive problem-solver with strong analytical skills.
- Able to communicate effectively across all business units.
- Excellent time management, organization skills and the ability to multitask.
- Demonstrates ability to clearly communicate, listen, present, and influence internal and/or external customers.
Benefits & Perks:
- Comprehensive benefits package includes Medical, Dental, Vision, FSA accounts, 401K, Life Insurance, Short Term Disability, Long Term Disability, and EAP
- Time Off benefits include Vacation, Sick, Holiday, Bereavement, Jury Duty, FMLA, refresh, floating holidays, and parental leave.
- Home purchase discount
- Wellness program
All benefits are subject to qualification and hire dates.
Compensation:
Expected Salary Base Range: $48,900 – $58,600 Annually
FLSA Status: Exempt
Bonus: position has potential eligibility for additional incentive such as performance bonus opportunities
Business Unit –
Oakwood Homes
Read Full Description