Customer Care Coordinator (Homebuilding)

New Home Co. is a new generation homebuilder focused on the design, construction and sale of innovative and consumer-driven homes in major metropolitan areas in Arizona, California, Colorado, Oregon and Washington. NEW HOME was named 2019 Builder of the Year by Professional Builder and is a multi-year recipient of "The Eliant" for Best Overall Customer Experience in the multi-divisional builder segment.

At New Home Co., we believe that PEOPLE matter. The strength of our homes is built upon a foundation of focused, energized, visionary and dedicated team members. Our goal is to provide a workplace that supports you in doing the best work of your life. 

Check out NWHM's 2023 Corporate Sustainability Report 

Job Title: Customer Care Coordinator
FLSA Status: Hourly Non-Exempt

Position Summary: The Customer Care Coordinator is responsible for supporting the Customer Care, Sales, and Construction teams to ensure homeowner requests are answered quickly, thoroughly, and professionally. This role is based on site in our Beaverton, Oregon office and reports directly to the Customer Care Manager.

Job Duties:

• Acts as an on-going point of contact for homeowners from purchase through post-warranty periods.
• Acts as a liaison to direct homeowner inquiries and concerns to the appropriate internal individuals/departments or outside agencies.
• Follows up on homeowner inquiries by providing prompt, complete, and accurate responses, and acts as an advocate for the homeowner in coordinating customer care activities together with all internal departments to ensure the best homeowner experience is delivered at each opportunity.
• Field, document, and research homeowner telephone calls/emails/faxes/letters and respond to homeowner concerns and inquiries.
• Enter Orientation walk items in Newstar, upload documents to lot files, and thoroughly document all communication as updated.
• Organize and maintain customer service and sales office files and all department filing for communities.
• Respond to customer feedback and work with internal staff members to initiate resolutions and improvement plans.
• Coordinate and report Homeowner information to Eliant Survey. Coordinate and set up the Home Access Center for each Community.
• Order, assemble, and distribute Home Orientation materials and project specific sales binders with all project materials and office supplies.
• Manage utility billing and post-close shut off.
• Schedule and maintain New Home Orientation shared calendar and interdepartmental communication.
• Assist Sales and Project teams in event coordination, communication and readiness including food/beverage, entertainment, and guest check in.
• Update sales online listings and inventory management.
• Prepare various reports and spreadsheets, update meeting notes, and distribute to departments as needed.

Position Qualifications:
Education

• High school diploma required. University or college graduate preferred.

Experience

• A minimum of three years of professional work experience in customer service, in the building industry, is preferred.
• Docusign, Newstar, Buildpro or comparable software experience preferred.
• Experience assisting a senior level executive.

• Demonstrated interpersonal/customer service skills.
• Excellent verbal and written communication.
• Maintain a professional appearance and a "can-do" attitude.
• Well-organized, confident individual with the ability to prioritize work, meet deadlines, multi-task and work in a fast-paced environment.
• Self-starter, ability to obtain complete and accurate resolutions from company or industry resources.
• Working knowledge of internet, Microsoft Office Word, Outlook, PowerPoint, Excel and ability to maintain Customer Care database.
• Ability to build and maintain relationships internally and externally with a variety of personality types.
• Ability to work both independently and in a collaborative team environment.
• Maintain a valid state driver's license for occasional delivery or travel to job sites. As a contingency of employment, a background check, inclusive of an MVR, will be completed.

Base Salary: The expected base salary range for this position is between $46,000 to $60,000 per year, depending on experience and skillset. Base Salary is paid bi-weekly, every other Friday. Additionally, this position is eligible for an annual bonus based on divisional and individual performance.

Benefits: In addition to competitive medical, dental and vision coverage, New Home Co. provides comprehensive benefits to eligible team members and their dependents, generous paid time off policies, like vacation, holidays, sick leave, jury duty, and bereavement; paid disability, parental and military leave; company-sponsored and voluntary term life, AD&D, and short- and long-term disability insurances; a 401(k) retirement plan with bi-weekly employer matching of 50% up to the first 8% of team member contributions; as well as a wellness incentive program.

The physical demands described below are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Similarly, the work environment characteristics described are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Activities

The activities that are essential to performing the position duties include:

•  Bending
•  Lifting: From 1 (lbs) to 15 (lbs)
•  Reaching
•  Seeing: Full Color Vision
•  Hearing
•  Repetitive Motion (i.e. Gripping)
•  Typing
•  Talking 

Environmental Factors

The environmental factors involved with the job duties and work location include: Normal Office

Normal Office

Noise Level: Low to Moderate (Corporate/Sales Office Environment)

New Home Co. retains the discretion to add or change job duties at any time.