Customer Care Consultant

Customer Care Consultant

Toll Brothers, America's Luxury Home Builder, seeks a Customer Care Consultant for our office in Boca Raton, Florida.

The Customer Care Consultant provides "Tier Two", second-level support for homeowner service requests, managing and resolving issues through virtual sessions, artifacts, or coordination with onsite teams within their region. This role oversees work orders, schedules homeowner/trade appointments, and processes purchase orders while supporting quality improvements and contributing to customer satisfaction metrics to enhance the overall homeowner experience.

Primary responsibilities include:

• Provide second level support for inbound homeowner service items for their area of coverage
• Manage, triage, and resolve inbound requests leveraging homeowner-submitted artifacts and/or virtual home care sessions
• Triage and distribute inbound requests requiring further diagnosis to onsite Construction Manager or Customer Care Representative
• Manage work orders, schedule homeowner/trade workday, and issue purchase order payments for their responsible service items

• Responsible for customer satisfaction metrics related to homeowners served through virtual home care
• Maintain comprehensive knowledge of construction methods and state warranty specifications for coverage area(s) and Toll Brothers' Limited Warranty guidelines

• Surface and support continuous improvement through reporting, investigating, and problem-solving for the regional Customer Care team

All other duties as assigned

Qualifications include:

• Excellent customer service, verbal and written communication skills
• Good working knowledge of homebuilding methods
• Ability to interact positively with others while having a sense of urgency and assertiveness
• Ability to exercise good time management and organizational skills
• Self-directed in the ability to plan, and prioritize service requests for large coverage areas
• Technical savviness

• Essential:
  High school diploma or equivalent, 3+ years customer service, 2+ years experience construction/maintenance experience
• Preferred:
  College degree, experience working in the hospitality industry

We offer an excellent compensation and benefits package that includes comprehensive medical/dental, 401(k) with a company match, discounted stock purchase, discounts on mortgages, homes, and much more!