Date Prepared: 3/28/2025
FLSA Status: Exempt Regular/Full-time
Salary Range: 70-75K + Annual Bonus

Position: Customer Care Coordinator
Department: Customer Care
Reports To: Director of Customer Care

Purpose/ Overview
The Customer Care Scheduler is responsible for providing world class service to Conner homebuyers as the first point of contact via web portal, email, and phone with an emphasis on interactions that add valuable help to create loyal Conner Homebuyers. Key duties include; conduct in person service request reviews with homeowners, respond to customer service requests digitally, create work orders, schedule warranty work, communication with partner subcontractors, and code and approve related invoices.

Duties

Working with Homeowners

• Support the Conner brand by maintaining positive homeowner relations, provides homeowners with knowledgeable, timely and professional service.
• Conduct in person service request assessments with homeowners to determine course of action.
• Respond to portal, email and phone calls regarding warranty/service issues promptly.
• Keep accurate service request logs and documentation of all work performed in the CRM program.

• Coordinate Warranty Service Technicians or subcontractor trades for completion of work – minimizing disruption for homeowner.
• Track and confirm dates of service and follow up to confirm service completion.
• Resolve all customer issues within 21 days.
• Provide ongoing information to the Director of Customer Care as it relates to the quality of workmanship and materials.
• Performance of New Home Orientation tours prior to customer closing to create a positive and memorable experience.

Working with Vendors

• Assign work orders with completion dates to correct vendors
• Follow up with vendors within assigned timeline parameters to ensure work order completion.
• Document all pertinent information and issue POs to vendors as necessary

Other

• Work with the Director of Customer Care on special projects as needed
• Attend weekly community team meetings to provide the best customer experience for homebuyers
• Help support the Eliant survey process to track trends and improve quality and service

• Perform other duties as assigned

Qualifications

• 2+ years of directly related experience and/or training, or equivalent combination of education and experience
• Ability to effectively present information and respond to questions from homeowners, and work well with sales and construction teams to achieve overall homeowner satisfaction

• The ability to be flexible, highly organized with a strong orientation to detail/quality work & a high level of follow-through is required
• Strong interpersonal communication skills are required, both digitally and in person.
• Must be able to deal effectively with confrontational situations and maintain objectivity in public relations

• Capable of handling multiple tasks with simultaneous deadlines
• High proficiency in MS Office Suite, (Word, light Excel) e-mail, various web-based platforms and searches, CRM contact management utilized daily
• Ability to work independently with minimal oversight and be able to independently determine how to utilize their time most effectively
• Proficiency in MS Office Suite, (Word, light Excel) e-mail, various web-based platforms and searches, CRM contact management utilized daily
• Must have a valid Driver’s License, reliable vehicle, and auto insurance