The Client Services Coordinator I is responsible for providing each client with a uniquely exceptional experience and ensures that each client's experience, during their warranty period and courtesy services on their home, meets or exceeds a uniquely exceptional experience. The Client Services Coordinator I efficiently and effectively processes and distributes approved warranty and courtesy services. The Client Services Coordinator I acts as an advocate for our clients and represents True Homes with the highest level of integrity, character, professionalism, and ethics. Responsibilities:
- Owns the client experience, communications, and expectations from closing through warranty period
- Responds to clients, trade partners, and internal team members in a timely manner
- Ensures all clients are responded to in an appropriate manner and monitors the global warranty inbox for any requests submitted for markets they are responsible for.
- Makes proactive contacts with clients to ensure they have had an exceptional experience and establishes the initial introduction to the Client Services Department this includes cold calls and follow-up emails.
- Takes part in ongoing training and knowledge-based tasks to ensure that they are providing accurate information to clients as well as trade partners
- Triages simple client concerns and directs to appropriate trade partner for repair
- Follows up with clients and trades to ensure completion of services is timely, correct, and permanent
- Follows all processes and administrative procedures consistently, completely, and accurately
- Practices True Lean culture to eliminate waste
- Maintains multiple calendars and assists with scheduling
- Documents all client requests and concerns
- Performs other duties as needed or required
Results/Accountability:
- Receive and maintain True Believer status.
- Meet or exceed productivity measurements.
- True Review position metrics are consistently 3 and above
- Completes required training and assessments by required deadline
- Documents and distributes all service requests immediately and consistently
- Receives Client Satisfaction ratings that meets or exceed company standards
Qualifications:
- High school diploma or GED required
- One to three years of call center, customer service, and administrative background required
- Professional phone etiquette required
- Residential construction background preferred
General Requirements:
- Excellent attention to detail
- Strong communication skills, written, and verbal skills
- Strong organizational skills
- Ability to work in a fast-paced environment
- Comply with all company policies and procedures
- Demonstrate the qualities and character traits as defined in the True Difference
Physical Requirements:
- Must be able to remain in a stationary position 75% of the time
- Associate needs to occasionally move about the office to access file cabinets, office equipment, etc.
- Constantly operates a computer and other office equipment