Part-Time Customer Experience Coordinator (Remote)

About the role

Since 1967, Toll Brothers has been building luxury homes and communities in the best locations in the U.S. Today, we’re a Fortune 500 company operating in over 60 markets. We’re the country’s premier luxury builder with the widest range of product offerings and price points in the industry, serving first-time, move-up, active-adult, and second-home buyers. The Customer Experience Coordinator is a high-visibility role that requires direct interaction with customers every day, playing a central role in helping all Toll Brothers employees live our value of “Delight the Customer.” This position is 100% remote.

Responsibilities

• Conduct daily phone surveys with customers as part of the customer survey program
• Document phone survey results clearly and accurately; ensure surveys are placed into correct categories
• Follow up on outstanding surveys with both external and internal parties
• Ensure that customer issues are properly escalated to Customer Experience (National), and Division managers
• Conduct ad-hoc phone surveys with customers to evaluate specific customer experience questions, programs, or initiatives
• Maintain an impartial perspective to ensure that customers feel heard and that Toll Brothers team members receive accurate feedback
• Provide ideas to improve customer experience, customer surveys, and Toll Brothers
• Check customer survey email box regularly during the day and respond to customer emails in a timely way

Qualifications

• Empathetic listener
• Able to resolve conflicts and de-escalate situations
• Responsive and detail oriented
• Attention to detail and organizational skills
• Verbal and written communication skills
• Proficient in Salesforce CRM (e.g., logging activities, running queries, creating tasks)

Schedule

Work hours each day are flexible and typically non-contiguous, extending outside of normal business hours to best align with the hours that customers are available (i.e., evenings, weekends, etc.). Work location is from home due to the nature of the hours and the need to work “in spurts” at different times of the day.

Benefits

We offer an excellent benefits package, including comprehensive medical/dental, 401(k) with a company match, discounted stock purchase, discounts on mortgages, homes, appliances, and much more.