Customer Care Coordinator

Administrative/Clerical Indianapolis, Indiana


Description

POSITION PURPOSE

The Customer Care Associate is critical to the organization through providing plumbing and HVAC scheduling support to homeowners and tenants.

DUTIES, TASKS, AND RESPONSIBILITIES

 

Warranty Support

  • Precisely support the warranty process for departments; thoroughly communicate with in-state and out-of-state providers for out-of-state customer needs
  • Actively communicate and schedule work orders with each builder to provide warranty service for customers
  • Responsively support customers by scheduling plumbers when identified by department supervisors

Customer Support

  • Courteously communicate with homeowners through phone calls or emails regarding scheduling time and materials, and following up on questions about parts and process
  • Systematically determine the urgency of each customer issue and prioritize technicians’ schedules accordingly
  • Enthusiastically present and share information about services and agreements that might benefit each customer to generate sales

Administration

  • Accurately manage work orders ensuring proper documentation, creating, closing and assisting with work order administration
  • Conscientiously follow up with any unscheduled work order requests between home owners and builders
  • Carefully respond to billing questions and take payments over the phone as needed
  • Correctly enter time for plumbing and HVAC service technicians
  • Dependably track customer survey email responses, re-work issues, and coding for hotspots

 

Technician Support

  • Diligently assist technicians by keeping each technician’s schedule up to date throughout the day, answering questions about customers, and contacting customers for technician if needed

ORGANIZATIONAL BEHAVIORAL COMPETENCIES

 

  • Build something that matters
  • Do what’s right; be honest and fair
  • Build strong relationships
  • Share in the company successes

 

POSITION COMPETENCIES

 

  • Unwavering Patience – Dependably maintains an empathetic ability to listen and appreciate customers
  • Accurate – Performs all duties with precision and skilled expertise to ensure high quality
  • Team Oriented – Respects and seeks direction from leaders and accommodates the needs of the team
  • Reliable – Consistently completes work at a methodical pace and without error
  • Structured – Works within well-defined parameters with stability and security in team and tasks

 

CRITICAL SKILLS & KNOWLEDGE

 

  • Clear, effective communications skills – both written and verbal
  • Patient, sympathetic listening ability
  • Basic mathematical ability including addition, subtraction, multiplication, and division
  • Aptitude for prioritizing and coordinating a variety of tasks
  • Preference for accuracy, attention to detail, and organization
  • Ability to precisely and efficiently enter data
  • Proficient in using basic office equipment
  • Mastery of entire Microsoft Suite plus Internet and email
  • A high school diploma or GED is required; associates degree preferred
  • 1 – 2 years of experience in customer service

WORKING CONDITIONS

 

  • Well-lighted, heated and/or air conditioned indoor office setting
  • Moderately noisy environment with light traffic, office equipment, and guest entrance
  • Must be capable of lifting up to 10 pounds
  • No travel required

 

HOW YOUR PERFORMANCE WILL BE EVALUATED

  • Attitude
  • Initiative
  • Quality and Quantity of work
  • Customer and RTM partner satisfaction
  • Attendance
  • Safety

 This job description in no way states or implies that these are the only activities to be performed by the associate occupying this position.  Associates will be required to follow any other job-related instructions and to perform any other job-related responsibilities requested by their supervisor.