Customer Care Coordinator

Granville HomesInvites candidates to apply for the exciting opportunity of:Customer Care CoordinatorGranville is the leading builder in the Central Valley with a 43-year history of building homes with love and passion. We have built over 6,000 homes, but we are also contributing to the improvement of schools, building healthier communities, and helping generate social awareness.This is a great time to be a part of Granville! We have extensive learning and leadership opportunities, a strong focus on supporting your well-being during these trying times, and an innovative culture that celebrates the contributions of our team members. We are ready to blaze new trails in our market while continuing to focus on our core commitment to serving our community. The ideal candidate will be a motivated team player, have a keen attention to detail, demonstrated success through their past achievements, have excellent customer service documentation, and conflict resolution skills. Essential Functions/Accountabilities:

• Responds to homeowner service calls timely, trouble shoots homeowner concerns, reviews proper maintenance if necessary, identifies repair items, completes necessary electronic data entry to identify needed repairs, and distributes documents to appropriate trade partners to request repairs be made.
• Responds to emergency calls following the emergency protocols.
• Schedules Customer Care service appointments with Customer Care Technician Outlook calendars.
• Coordinates homeowner repair appointments.
• Assists in planning homeowner GV 101 meetings to inform homeowners of company’s procedures, warranties, and home maintenance.
• Assists with departmental administrative tasks such as filing, ordering supplies and restocking.
• Proactive in providing suggestions as well as executing improvements on existing departmental procedures or new innovative ideas.
• Maintains open lines of communications with various departments and with other Customer Care Representatives to ensure all homeowner concerns and construction problems are identified and repairs or concerns are followed through.
• Handles complex issues that arise with customers during and after the construction of the new home.
• Works closely with the quality assurance, sales, production, estimating/purchasing and design departments.

Minimum Qualifications:

• High School Diploma or equivalent
• Two years’ experience in a customer service capacity
• Must have the ability to work with current forms of technology such as the operation of iPad, Desktop Computer and software (Microsoft Outlook, Word and Excel, etc.)

• Ability to manage difficult customers in a friendly and effective manner
• Excellent telephone skills
• Ability to trouble shoot and problem solve using independent judgement
• Ability to write reports and business correspondence
• Ability to hold people accountable for results
• Systems oriented, organized with excellent follow-up skills
• Ability to work effectively in a team environment
• Ability to effectively present information and respond to questions from managers, clients, customers and the public
• Ability to manage multiple tasks in a fast-paced environment
• Ability to remain calm, focused, positive and cheerful while changing direction and priorities frequently
• Construction industry experience preferred

This is a full time at will position, and schedule will vary based on the coverage needed. Hours will be between Monday – Friday 8:00 a.m. – 6:00 p.m. and Saturday – Sunday 10:00 a.m. – 4:00 p.m., with two days off during the week. Must be able to work weekends, and after hours as needed.