Customer Care Coordinator

Job Summary

The Customer Care Coordinator is responsible to be the first point of contact for homeowners requesting warranty service. Coordinator will conduct initial analysis of the customer issue to triage and determine the appropriate course of action.

This position requires onsite attendance 5 days per week in Westborough, MA.

• Coordinate division response to customer warranty calls
• Receive initial customer requests for service
• Conduct initial analysis of customer issue to triage and determine appropriate course of action
• Coordinate Customer Care Manager response
• Document requests in service and scheduling system
• Process work orders in service system
• Build sustainable relationships of trust through open and interactive communication
• Address complaints, provide appropriate solutions and alternatives within warranty guidelines and time thresholds, and follow-up to ensure resolution
• Assist in determining and documenting root cause
• Track and report division service levels, satisfaction, response rates and cost
• Ensure division complies with service history information and company retention requirements
• Support claims/risk filings
• Perform related administrative duties, as assigned

• Decision Impact:
  Division
• Department Responsibility:
  Single
• Budgetary Responsibility:
  No
• Direct Reports:
  No
• Indirect Reports:
  No

• Minimum High School Diploma or equivalent
• Associate's Degree preferred

• Proven customer support experience
• Strong emphasis on quality of service and follow-up
• Customer orientation and ability to adapt/respond to different personality types
• Excellent communication and listening skills
• Analytical ability necessary to perform root cause analysis
• Highly conscientious/well-organized
• Strong computer skills
• Ability to multi-task, prioritize, and manage time effectively
• Conflict resolution skills
• Additional consideration will be given to candidates with experience working within Microsoft Office Suite and CRM database management software

$31.00 - $35.00 hourly

Hired applicant will be eligible to earn overtime.

Hired applicant will be eligible to receive a bonus in the amount of approximately $3,800 - $8,000 annually (paid quarterly).

In addition to up to 9 paid company holidays per year, employees are eligible for up to 6 days of sick pay. Moreover, eligible employees with less than 10 years of service can accrue up to 17 PTO days per year (and up to 22 PTO days per year upon 10 or more years of service).

Employees are eligible to participate in the Company’s 401(k) Plan. Employees (and their eligible dependents) are eligible for medical, dental, and vision insurance coverage. Employees are covered by company-paid disability, basic life insurance and parental leave. Voluntary insurance coverage options, including critical illness, accident, and hospital indemnity, are also available. In addition, the Company offers an Employee Assistance Program and tuition reimbursement (as applicable).

Employees may also be eligible for state required benefits such as paid family and medical leave insurance and/or paid sick time as applicable.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. We will provide a reasonable accommodation to a qualified applicant with a disability that will enable the individual to have an equal opportunity to participate in the application process and to be considered for a job.

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