Regional Call Center Coordinator

This is a fully remote position, open to applicants in Florida.

📋 Description

• Respond to all customer care inquiries received via telephone.

• Manage and execute customer care and quality assurance documentation.

• Keep accurate records of customer care interactions and assist with departmental tasks.

• Handle inbound calls, including those transferred from homeowners.

• Address customer requests and enter service request information into the system.

• Process homeowner service requests, which include settlements, releases, and check requests.

• Collect, enter, and share weekly project Customer Care status updates.

• Oversee the RCC filing system for projects and individual properties.

• Provide assistance to Customer Care associates as necessary.

• Train new employees on the job.

• Create and send customer letters and emails.

• Distribute and collect surveys from customers and field associates.

• Undertake additional tasks as assigned.

⛳️ Requirements

• Minimum of a high school diploma.

• At least 3 years of experience in a call center or customer service role, ideally with a homebuilder.

• Proficient in computer use with strong skills in Word and Excel.

• Excellent organizational abilities.

• Skilled in data entry.

• Outstanding written and verbal communication, along with interpersonal skills.

• Comfortable utilizing AI Chatbots.

• Bilingual proficiency in English and Spanish is preferred.

• Professional and approachable demeanor to positively represent the company and build rapport with customers over the phone.

• Ability to maintain consistent attendance and punctuality in line with the daily work schedule.

• Availability to work on holidays.

• Capability to occasionally bend, stoop, reach, lift, move, and carry office supplies and materials weighing 25 pounds or less.

• Finger dexterity to operate computer keyboards, calculators, and telephone equipment.

🏝️ Benefits

• Medical, Dental, and Vision health insurance coverage.

• 401(k) Retirement Plan with a $1 for $1 Company Match up to 5%.

• Paid Parental Leave.

• Associate Assistance Plan.

• Education Assistance Program.

• Up to $30,000 in Adoption Assistance.

• Up to three weeks of vacation annually from the start date.

• Policies for Holiday, Sick Leave, and Personal Days.

• New Hire Referral Bonus Program.

• Discounts on home purchases.

• Everyone’s Included Day.

• Options for remote work.