Customer Care Coordinator

at  Ashton Woods

COMPANY OVERVIEW:

Ashton Woods is more than just a home builder. From the sale of our first home in 1989 to recently being named Builder of the Year by Builder Magazine, our focus has always been on blazing new trails and pushing the boundaries of what’s possible in homebuilding. Ashton Woods, the #1 private home builder in the United States, markets its homes through its two award-winning brands, Ashton Woods, and Starlight Homes. The Ashton Woods brand is known for designing thoughtfully curated, inspired homes for people who love design. The Starlight Homes brand builds homes specifically for the first-time homebuyer, offering affordable homes with well-executed designs and quality finishes for buyers looking to make the dream of home ownership a reality. The company’s commitment to innovation and continually evolving to meet the needs of the market is a key reason we are one of the most celebrated homebuilders in the nation, winning hundreds of national and local industry awards in product and community design, architecture, merchandising, sales, marketing, and customer service.
Headquartered in Atlanta, Georgia, Ashton Woods sells new homes in Atlanta, Austin, Charleston, Dallas, Houston, Nashville, Orlando, Phoenix, Raleigh, San Antonio, and Tampa.

POSITION OVERVIEW:

• To perform all clerical and administrative support duties effectively and efficiently as assigned
• To accurately process all in-coming service requests and track status of all outstanding requests on a weekly basis
• Know and understand Warranty Manual; how it applies to service requests, phone calls and emails received
• To assist with reporting requirements.
• Serve as internal support for the field, both Customer Care and Construction

REQUIRED CANDIDATE QUALIFICATIONS:

• High school degree required
• Ability to multi-task and prioritize several tasks without compromising quality of work or mission deadlines
• Ability to review, analyze and interpret information as well as trouble-shoot to solve problems
• Knowledge of Business English and ability to communicate patiently and professionally with both internal and external customers both orally and in writing
• Proficient in Word, Excel and Outlook

DESIRED SKILLS AND ABILITIES:

• Construction or building industry experience desired.
• Computer literacy, able to quickly to learn new programs as needed.

• Administrative support to Construction department by digitally filing home paperwork
• Handle all in-coming phone calls from customers regarding warranty and service concerns
• Process and maintain all in-coming service requests.
• Updating warranty tracker – showing status of all outstanding items by rep and community
• Provide homeowners with digital warranty documents
• Manage sign off reports, ensure signoffs are completed correctly.
• Assist in obtaining any information required to complete service requests. For example, looking up original contractors and supplier, looking up decorating selections, determining effective warranty dates.
• Preparing and processing service-related correspondence when necessary
• Prepare the “example” homeowner orientation packages for field members
• Maintain supply of all warranty documents, e.g. folder inserts, emergency stickers for builders, warranty books for the field, etc.
• Maintain Closing Tracker Report; reaching out to field members for missing documents.
• Maintain Guild Quality Account by submitting data for uploads, managing user accounts, upcoming survey reports, and monthly/bonus reports.
• Prepare various reports for Customer Care Manager and V.P., Operations including quarterly bonus data.
• Coordinate breakfast/lunch meetings for team
• Sending out certified letters as needed.
• Maintaining the emergency on call schedule, communicating clearly with the field and the on-call service.
• Effectively navigate the features of Dynamic Builder(DB) to address internal and external questions/concerns.
• Manage the exception lists/tracker for the construction team.
• Effectively look up work orders and pay/forward appropriately.
• Update vendors’ contact information in DB.
• Update representative community assignments in DB and reassign as necessary.
• Add homeowner “vendors” when reimbursement is necessary and track accordingly.
• Create new community directories by gathering information from the field and creating homeowner orientation packets.
• Document meeting discussions and share summary to field for record/reference.
• Other duties as assigned/necessary.