Customer Care Consultant

About the Company

Since 1967, Toll Brothers has been building luxury homes and communities in premier locations across the U.S. As a Fortune 500 company operating in over 60 markets, we are the country’s premier luxury builder, offering the widest range of product types and price points. We serve first-time, move-up, active-adult, and second-home buyers. Toll Brothers values diverse perspectives and experiences, fostering an inclusive workplace where all employees are treated with fairness, dignity, and respect.

About the Role

The Customer Care Consultant provides "Tier Two," second-level support for homeowner service requests, managing and resolving issues through virtual sessions, artifacts, or coordination with onsite teams within their region. This role oversees work orders, schedules homeowner and trade appointments, and processes purchase orders while supporting quality improvements and customer satisfaction metrics to enhance the overall homeowner experience.

Responsibilities

• Provide second-level support for inbound homeowner service items for their area of coverage.
• Manage, triage, and resolve inbound requests using homeowner-submitted artifacts and/or virtual home care sessions.
• Triage and distribute inbound requests requiring further diagnosis to onsite Construction Managers or Customer Care Representatives.
• Manage work orders, schedule homeowner/trade workdays, and issue purchase order payments for responsible service items.
• Maintain comprehensive knowledge of construction methods and state warranty specifications for coverage area(s) and Toll Brothers’ Limited Warranty guidelines.
• Responsible for customer satisfaction metrics related to homeowners served through virtual home care.
• Surface and support continuous improvement through reporting, investigating, and problem-solving for the regional Customer Care team.
• Perform all other duties as assigned.

Qualifications

• High school diploma or equivalent (essential).
• 3+ years of customer service experience (essential).
• 2+ years of construction or maintenance experience (essential).
• College degree (preferred).
• Experience working in the hospitality industry (preferred).

Skills

• Excellent customer service, verbal, and written communication skills.
• Good working knowledge of homebuilding methods.
• Ability to interact positively with others while maintaining a sense of urgency and assertiveness.
• Strong time management and organizational skills.
• Self-directed with the ability to plan and prioritize service requests for large coverage areas.
• Technical savviness.

Pay

$28.00–$37.14 per hour.

Benefits

• Comprehensive medical and dental coverage.
• 401(k) with company match.
• Discounted stock purchase plan.
• Discounts on mortgages and homes.
• Additional benefits and perks.