Customer Care Coordinator - Ashton Woods

Company Overview:

Ashton Woods is more than just a home builder. From the sale of our first home in 1989 to recently being named Builder of the Year by Builder Magazine, our focus has always been on blazing new trails and pushing the boundaries of what’s possible in homebuilding. Ashton Woods, the #1 private home builder in the United States, markets its homes through its two award-winning brands, Ashton Woods and Starlight Homes. The Ashton Woods brand is known for designing thoughtfully curated, inspired homes for people who love design. The Starlight Homes brand builds homes specifically for the first-time homebuyer, offering affordable homes with well-executed designs and quality finishes for buyers looking to make the dream of home ownership a reality. The company’s commitment to innovation and continually evolving to meet the needs of the market is a key reason we are one of the most celebrated homebuilders in the nation, winning hundreds of national and local industry awards in product and community design, architecture, merchandising, sales, marketing, and customer service. Headquartered in Atlanta, Georgia; Ashton Woods sells new homes in Atlanta, Austin, Charleston, Dallas, Houston, Nashville, Orlando, Phoenix, Raleigh, San Antonio, and Tampa.

Position Overview:

• To effectively and efficiently perform all clerical and administrative support duties as assigned
• To accurately process all in-coming service requests and track status of all outstanding requests on a weekly basis
• Know and understand Warranty Manual and RWC 2-10 Warranty; how it applies to service requests, phone calls and emails received
• To assist with reporting requirements

Key Duties:

• Administrative support to Construction department
• Handle all in-coming phone calls from customers regarding warranty and service concerns
• Process and maintain all in-coming service requests and sign offs,
• Updating warranty tracker – showing status of all outstanding service requests and walkthroughs
• Complete homeowner follow-up sending new home owner emails
• Manage sign off report – assist in final sign offs
• Establish and maintain for reminder tickets
• Assist in obtaining any information required to complete service requests. For example, looking up original contractors and supplier, looking up decorating selections, determining effective warranty dates.
• Responsible for preparing and processing service-related correspondence
• Prepare homeowner orientation packages
• Maintain supply of all warranty documents, e.g. Customer Service Requests, RWC documents, Orientation forms, etc.
• Maintain Closing Tracker Report; closing out warranty tickets and file sign off
• Provide homeowner’s contact information to the corporate office as requested for the purpose of completing surveys
• Track Field Training Log and OSHA & Storm Water Certifications
• Manage GuildQuality access and reporting. Entering in closings.
• Prepare Construction and Customer Care Personnel equipment and supplies package for new hires (e.g. iPad, iPhone, shirts, jackets, business cards, Home Depot card, phone list, etc.)
• Coverage of Front Desk (shared with Office Administrator as back-up)
• General filing of sales, permit, safety forms, and other items as needed.
• Maintaining Monthly bulletin board. Pulling data for monthly awards.
• Prepare various reports for V.P., Operations including quarterly bonus data.
• Order AWH clothing for field personnel and necessary signage for construction sites.
• Coordinate breakfast/lunch meetings for team.
• Coordinate / organize trade partner meetings.
• Sending out certified letters as needed.
• Other duties as assigned.

Required Candidate Qualifications:

• High school degree required
• Ability to multi-task and prioritize several tasks without compromising quality of work or mission deadlines
• Ability to review, analyze and interpret information as well as trouble-shoot to solve problems
• Knowledge of Business English and ability to communicate patiently and professionally with both internal and external customers both orally and in writing
• Proficient in Word, Excel and Outlook

Desired Skills and Abilities:

• Construction or building industry experience desired.
• Computer literacy, able to quickly to learn new programs as needed.