Job description

The Customer Service Coordinator is responsible for coordinating all incoming customer service requests, as well as the resolution by internal and external resources. The purpose of the coordinator is to address customer issues and ensure effective and long-term problem solutions. The Customer Service Coordinator is primarily responsible for providing effective customer service for all internal and external Kolter Homes customers by utilizing excellent, in-depth knowledge of company products and policies as well as team members within the Customer Service Department.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Organize, manage, and document customer service requests and/or work orders

• Organize, manage, and document internal and external customer service requests in Newstar Service Module.

• Document and contact all required parties to address and start a plan of resolve for customer service requests and/or work order requests.

• Delegate and distribute work orders to subcontractor(s) or Customer Service Technician accordingly, to respond to customer service requests and/or work orders.

• Manage follow-up protocol to internal and external customers regarding service requests and/or work orders to assure satisfaction of the customer and completion is to company standards.

• Organize and manage completed customer service requests and/or work orders. Maintain documentation of homeowner-signed completed Work Order(s) documentation from the subcontractor and/or the Kolter Homes Customer Service representative.

• Maintain and manage documentation of customer service requests work orders along with completed releases for fulfilled work order requests.

• Track response and completion timelines to assist Customer Service Manager with prioritizing resources.

• Provide timely and accurate information to incoming customer service requests statuses and product knowledge requests.

• Provide timely feedback and documentational support of service requests to the department regarding service failures or customer concerns.

• Respond to all customer service requests appropriately, in a timely manner, and in accordance with company policies and procedures.

• Process customer service requests, complaints, and orders according to established company policies and procedures.

• Track and monitor vendor performance relevant to customer service requests and report deficiencies to Senior Management.

RECOMMENDED JOB KNOWLEDGE, SKILLS AND ABILITIES:

Excellent analytical, creative thinking, leadership, problem-solving, interpersonal, organizational project management and time management skills.

Manage multiple priorities in a timely and professional manner with strong attention to detail with limited supervision.

Demonstrate commitment to integrity, company values, customer-focus, and established policies and procedures.

Display professional appearance and manner.

Effectively and professionally communicate (in oral and written form) with internal and external customers.

Interpret a variety of instructions furnished in written, oral, diagram or schedule form.

Ability to learn/Basic knowledge preferred but not required.

NewStar

Builders CMS

BuildPro

Microsoft Office

Microsoft Word

Microsoft Excel

Microsoft Outlook

WORKING ENVIRONMENT:

Fast-paced, growth-focused and dynamic team environment with multiple priorities, stringent accuracy requirements and strict deadlines.

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Ability to commute/relocate:

• Lakewood Ranch, FL 34211: Reliably commute or planning to relocate before starting work (Required)

Education:

• High school or equivalent (Preferred)

Work Location: In person

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